In June 2018, we did an Enter and View at Westongrove Partnership. The partnership is made up of the Wendover Health Centre and Bedgrove Surgery.
Why did we do a follow up?
We wanted to know what the partnership had done to make the experience for patients better following our report.
What did we recommend last time?
- When booking appointments, consider the needs of patients who do not have English as their first language and ask if a longer appointment would be helpful to them
- Work with their Patient Participation Group to
- Find out what patients think about the telephone and online booking system
- Create a notice board for patient involvement, including information on the patient participation group, compliments and surgery performance (e.g. Friends and Family Test results)
Wendover Health Centre
- To help patients with hearing loss; review the layout of the waiting rooms and consider the use of on-screen and call out systems
- Inform patients about children’s toys and infection control
- Ensure that the self-check-in machine gives clear information to patients on what waiting room they need to go to
- Review the seating available in the waiting rooms to ensure it meets the need for those with mobility issues
- Consider the positioning of seated areas in keeping a consistent temperature for patients while they are waiting
What did we discover?
Overall, we are really pleased to see our report has contributed to the continuing work of the Westongrove Partnership strategic plan to improve patient experience.
Since our first Enter and View visit, the Aston Clinic has also joined the Westongrove Partnership.