Enter and View Report: Esh Winning Surgery

Two of our Authorised Representatives carried out 17 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- six 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
Some patients indicated that it can be difficult to get an appointment and this should be made easier, but others expressed that they were happy with the present system
Patients very much valued the good relationships and social interaction between the staff and patients, this came across very strongly and that this enhanced their experience, when using the service
A busy surgery but there were many examples of the services being well organised, well prepared and up to date, that was very much valued and recognised by service users. Where issues occurred they were dealt with promptly and to users satisfaction
Patients clearly told us that they were happy with the physical space and especially how important the location of the surgery was
They were satisfied that parking was not an issue and that the service was easy to access
We noted that the reception area can get a little cramped, which makes it difficult to have a confidential discussion, which maybe could be improved with a clear sign. We were told that in terms of improvement, users were very happy and suggested that nothing should be changed
There were lots of positive aspects observed with regard to the layout of the surgery such as the good access, airiness and friendly atmosphere. Signage, colour and textiles when looking at the layout with regard to being ‘dementia friendly’ were all effective
Users especially appreciated the location of the surgery
There was a good amount of information and publicity displayed and this seemed well managed. Clear themed areas of information made it easier for users to access information on particular areas of health and support- this should be retained