Enter and View Report: Sacriston Medical Centre

At this surgery two of our authorised representatives carried out 20 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. One survey was completed prior to the visit and two users came in to talk to us specifically, on the day, even though they did not have a GP appointment.

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

One of the most conveyed messages from the patients on the day, was how happy they were with the staff. We witnessed examples of good and effective communication and we were told of positive teamwork with no hierarchy. Staff behaviours and culture is clearly to be celebrated and retained here
Being able to make an appropriate appointment was a priority for patients and patients generally said that you could get an appointment quickly and that this system worked well for them. Patients suggested that staff took on board where people had struggled to get an appointment, and would take this into account
Patients told us how important the location of the surgery was, both with regard to GP appointments for local residents but also for other supported care services where patients would otherwise have to travel long distances, to access
We observed an accessible, comfortable clean surgery with well thought out information and notices being displayed
Patients were satisfied that onsite parking was good and you can always get a parking space
There were lots of positive comments about good ‘services’ here-issues such as ‘thoroughness’, ‘appropriate speed and timing’ resulting in confidence in getting care when and where it was needed
There was mention that it would be nice to have Saturday morning opening and also of ‘Dementia services’ support, at the surgery
Retaining the systems and resources that allow for the services to remain at a high standard seems very important, and is clearly recognised as one of the most important aspects when it comes to patient’s confidence