Enter and View Report: Lanchester Medical Centre
Two of our Authorised Representatives carried out 21 individual conversations with patients and staff, using a set of appreciative questions to give people the opportunity to describe good practice they had experienced or seen- no surveys were completed prior to the visit.
A representative 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
- Retaining a quick, and efficient, service was a priority for patients as they felt the present system was, and is, generally good and you are able to get an appropriate appointment
- Patients at this practice spoke about the use of locums rather than long standing doctors and there were some comments about the number of available doctors, at any one time. Whilst this was raised, people suggested that they were very happy with the service they received when seeing any doctor here
- People felt that there was positive social interaction between staff and patients and that this enhanced their experience, when using the service
- We were told that in terms of improvement, users were generally happy and suggested that nothing should be changed. Users also suggested that having the ability to communicate in various ways was very useful to them
- Some people informed us that living in a rural area brought some difficulties with communication, in that telephone and internet access was often limited/difficult and that the service maybe was not aware of this
- There were lots of positive aspects observed with regard to the layout of the surgery such as the user friendly reception area
- One user came in specifically to talk about difficulties with disabled car parking at the surgery. The concern was around the number of disabled bays and the location of it. The difficulty seemed to be around the distance anyone with a disability, or supporting someone with a disability, had to walk to reach the surgery. Consideration/consultation on this would be appreciated by users
Reception staff go out of their way to make sure you have what you need
Downloads
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healthwatchcountydurham@pcp.uk.net
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