Enter and View: Executive Summary 2018

Report - 12 December 2018

Our Executive Summary shares some of the common themes from our conversations with patients and observations from our representatives during our GP Practice Enter and View visits in 2018.

Following a successful pilot with two GP surgeries in 2017, we wrote to all Practice Managers and Patient Reference Group Chairs to offer them the opportunity to request an Enter and View visit, to gather overall patient feedback or explore a particular topic. There were responses from two GP practices:

Lanchester Medical Centre
The Medical Group, which is made up of five practices across County Durham:

Mackenzie House, Esh Winning Surgery
Sir Bobby Robson House, Langley Park Surgery
Meadowfield Medical Centre
Charlton House, Tow Law Surgery
Millyard House, Ushaw Moor Surgery

From May to July 2018 we visited the 6 practices and produced individual reports for each visit- these are all available on our website. However, we thought it would be valuable to pull together a summary of some of our key findings and recommendations (please download the executive summary below to view these in full).

Key Recommendations

For GP practices to look at their entrance and reception area- is it welcoming and accessible? Does the reception have the right balance of offering confidentiality, being a safe working area and minimising the barriers for patients to communicate with reception staff? Are the public areas in the practice dementia friendly? Is the seating accessible for frail or disabled patients? Is there a play area for children? Is there radio/TV for patients?
Is it easy to read the information on the notice boards? Is it relevant, tidy and up to date? Does someone have responsibility to update the information?
Do you get positive feedback about the staff team? Do your reception staff have the right balance between professionalism and friendliness?
Have you reviewed your appointment system? Is it an area of concern for patients, are they struggling to make appointments? Is your telephony fit for purpose, does it provide patients with information whilst they are on hold?
Has your practice reviewed its website recently? Is the information up to date and relevant? Do you provide patients with information on how they can compliment, comment or complain about the practice?