Enter and View Report: Ushaw Moor Surgery

As this surgery is small we used one authorised representative and carried out 19 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- two 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

One of the most conveyed messages from the patients on the day, was how happy they were with the staff. The patients very much valued and appreciated the good relationships and service they receive at the surgery. Doctors, Nurses, receptionists, Midwife, Podiatry all were mentioned as offering a very good service to users. Staff behaviours and culture is clearly to be celebrated and retained
. Being able to make an appropriate appointment was a priority for patients and although some indicated that this part of the system was useable, quite a lot of patients indicated that it can be difficult to get an appointment and this should be made easier. Suggestions from patients included an improved telephone system, such as ‘number in the queue’. Perhaps this could be looked at as this happens successfully elsewhere
Patients 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 good and that the service was easy to physically access.
We noted that the surgery came across as Dementia Friendly but users would benefit from having the emergency pull in the toilet changed from white to red, so it could be easily seen against the light paintwork. Also the addition of maybe two higher level seats would make access easier for some patients. We were told that in terms of improvement, users were generally happy
There were lots of positive aspects observed with regard to the layout of the surgery such as the good access, airiness and friendly atmosphere
There was a good amount of information and publicity displayed although this did not seem to have any order. More clearly defined themed areas of information may make it easier for users to access information on particular areas of health and support
As part of the de-brief we were told that, on occasion, the private space at the surgery is made available to services that look to support patients in particular need and this had proven beneficial since the parent room in the local school had been closed, where parents had the chance to informally meet and chat about other issues. Really positive example of being pro-active in assisting local users with other types of support