Enter and View Report: Silverdale Family Practice

Report - 16 November 2017

Our report looks at the findings from when our authorised representatives visited Silverdale Family Practice in South Hetton as part of the positive Pilot ‘Enter and View’.

Using four Authorised Representatives we carried out 23 individual conversations with patients and staff, using a set of appreciative questions to give people the opportunity describe good practice they had experienced or seen. We collected two surveys which were completed prior to the visit. All representatives observed activity and spoke to people during our four hour visit, to collect their own independent impressions of the practice and its services, which they recorded during and after the visit. A private space was available if patients felt the need to talk in confidence to us

Recommendations

Patients at this practice feel listened to by doctors, nurses and reception staff. This may be face to face, by telephone conversation or by corresponding in writing. Patients value being listened to and having a variety of contact opportunities
Patients valued having been consulted on the design of the practice and being told why, if their expectations were not met. Practices should be encouraged to consult on changes and communicate the outcome clearly
We were told there is positive culture at this practice. A culture of team working that promotes no hierarchy seems very valuable and should be encouraged
People told us the physical space is important to them. This should be well thought out and users given the opportunity to share their views on the environment
Access to appointments was a clear priority for patients and they told us this practice has a system that works for them. They valued knowing they could have a same day appointment, even if this is over the phone, and this should be encouraged