Enter and view: Westside Medical Centre Rugby
Download (PDF 374.95 KB)Summary of report content
Healthwatch Warwickshire conducted an enter and view visit on Westside Medical Centre GP surgery in Rugby on the 7th November 2016.
The surgery has 5 GPs + 1 registrar and 2 practice nurses and serves 11000 patients.
Observations from the visit mention that the surgery is in a modern building which had clean internal decoration and was in good order. It was noted that there was limited free parking at the rear with paid public car parking in abundance nearby.
40 people completed a questionnaire giving their views and rating areas as either poor, average, good or excellent.
Comments from patients included:
“Sometimes can’t get through. I always ring up. Don’t use online.”
“Triage is very busy – kids get priority which is good.”
"There’s never any parking. I think other people park to go shopping.”
The report makes five recommendations:
- Conversations taking place at Reception can be overheard. Surgery to ensure that a private room is made available for patients and that there are signs to advertise this.
- Surgery to look at concerns raised in regard to the appointment booking system. It was noted that some patients were not aware of the online booking system. Better promotion of this could help to reduce phone traffic.
- Informing patients on the day of any delays which may impact their appointment. Good practice seen at other surgeries has involved a notice board in Reception or the use of the electronic check in to notify patients of current waiting times.
- Surgery to clearly display opening times so that patients are made fully aware of these.
- Surgery to provide patients with a comments/complaints box, in addition to the friends and family test.
The report contains a response from the provider.