Healthwatch Brighton and Hove is undertaking a programme of visits to GP Practices across the city during 2015. In total we will visit 15 GP practices, including 3 pilot visits in March 2015. This report is based on one of our pilot visits.
Healthwatch chose the pilot visits based on a range of criteria
- Those practices about which we had received calls via our helpline.
- Those not recently visited by the Care Quality Commission5 .
- A cross city representation of the 6 GP clusters in the city.
- Feedback from NHS choices.
- Patient populations.
- Soft intelligence from partners and community engagement.
Results of the visit
Appointments and Referrals
- As with the majority of GP practices, at Albion Street Surgery it is possible to book appointments with nurses and doctors over the phone, in person and via the internet.
- Of these options, patients found it easiest to book in person, 100%,
- Followed by bookings over the phone, 88%
- Only 3 patients we spoke to had used the online appointment booking service at the practice.
- Out of them, 67% found this to be very easy.
I am totally satisfied with this practice, after 20 years!
Quality of Service
- 90% of patients were of the opinion that the reception staff were helpful or very helpful.
They always try to get you an appointment with who you want to see or with another doctor
- The waiting room was clean and tidy, and had padded benches for patients to sit on.
- There were a number of splits in the fabric of the benches, which could make them difficult to clean.
- A hand sanitizer was available, and information was visible about the importance of using it.
- The representatives saw a range of posters and information around the practice. The displays were laminated and clear to read.
- They contained information about where to go out of hours if patients require medical assistance, public health information and how to feed back to organisations like to CQC.
- The waiting room displayed a complaint form for patients should they wish to use it.
- Despite this visibility, 55% of the patients who filled in the survey said that they did not know how to make a complaint at the practice if they needed to.
Out of Hours
- We asked patients where they would go if the practice was closed and they needed medical assistance.
- The detail in the chart below shows that whilst 33% would approach places like the Brighton Station Health Centre and NHS111,
- 50% would go straight to A&E. Of those in the ‘other’ category, one person said that they would contact the now disbanded NHS Direct.
Summing up and looking forward
- The Albion Street Surgery is generally well regarded across a range of areas.
- We asked patients to rank the practice from 0-10 (with 0 being the very worst, and 10 being the very best).
- Out of the 18 patients that ranked the practice, the average score was a positive 8 out of 10.
- The lowest score received was 6, and the highest 10.