Enter and View at Horizon Health Centre
All local Healthwatch have the legal power to carry out an Enter and View visit. We decided to visit Horizon Health Centre in response to patient feedback and to follow up the recommendations from a previous visit in January 2020. The Practice Manager was notified in advance of our visit.
The purpose of our visit was to hear from patients and document their experiences at the surgery. Our goal was to make suitable and achievable suggestions for improvement and share examples of good practice with the service.
Horizon Health Centre is currently rated as 'requires improvement' by the Care Quality Commission.
You can download our full report below. You can download our full report below. If you require this information in an alternative format, please email helen@healthwatchbnssg.co.uk.
Downloads
Key findings
- Half of patients felt they could not get an appointment when they wanted. surveyed felt they could get an appointment when they wanted one. More than half of patients said they found making an appointment "difficult" or "very difficult".
- The phone system at Horizon Health Centre has been upgraded, but 60% of people said they had seen no improvement in the phone system. One patient said: "The phone system has improved by telling you what number you are in the queue, but still can take a long time to get appointments."
- Over two thirds of patients were able to see the professional that they wanted. Most patients felt their needs had been met by clinicians.
- Half felt that the communication between the surgery and the pharmacy was correct and easy.
- Nearly two thirds of patients had experienced a referral by the surgery and over 78% were "positive" or "very positive" about this.
Recommendations
- It is recommended that additional staff should be available to add cover to the reception desk in order to avoid patients having unnecessarily long waits while queueing.
- We recommend the provision of seating near the desk for those unable to stand at length.
- We recommend Pier Health Group review and monitor the telephone appointment system to ensure the continuation of service improvement in this area.
- We recommend that notice boards clearly display recent, relevant patient information about the PPG, for carers, ‘Friends and Family’ information, ‘you said, we did’ and how to use askmyGP.
- We recommend that the layout of the seating area in the waiting room is redesigned for ease of patient mobility.
- We recommend the provision of a variety of seating with some armed chairs to assist patients with mobility issues.
Response from Dr John Heather, Clinical Director, Pier Health Group and Brandie Deignan, Chief Executive Officer, Pier Heath Group:
We are grateful for the recommendations provided by Healthwatch and the comments from all who were a part of this report. Pier Health Group Limited has:
- Reflected on the information shared with us in this report.
- Will ensure we prioritise the improvements recommended and measure these as we go on this journey.
- Will show a clear learning culture from the recommendations and strive to action these, to allow for an improved patient experience.
- Will continue to work with all our partners to ensure the services we offer are as accessible and high quality as possible.
Are you a patient at Horizon Health Centre? Tell us about your experience by clicking the pink 'Talk to us' button below and completing our online feedback form.
