Enter and View report - Oakham Medical Practice July 2015

Summary

The Enter and View visit was organised following an approach from the Oakham Medical Practice. The practice had been the subject of a significant level of complaints. Some of these complaints are to be found on the Oakham Medical Practice unofficial Facebook page. (We are informed that this page has not been developed by the Practice and we found no comments on it from the Practice.) While the Oakham Medical Practice had taken measures to address the issues raised and noted a decrease in complaint level they were unsure whether this was a true reflection of perceived improvement in the service. Healthwatch Rutland was asked by the practice if it could undertake an Enter and View visit so as to give the Practice some real independent and live assessment on the services which they provide from the eyes of patients and the assessors, and to give them some guidance about the success or not of their recent changes and help with any future changes that are needed.

Purpose of Visit

• To gather patient views of the service provided.

• To capture the experience of patients and any ideas they may have for change.

• To look at a number of key themes; reception and waiting areas, access to services, accessibility, information available to patients and patient facilities.

• To observe patients engaging with the staff and their surroundings