Malling Health - Enter and View Report

Report - 27 January 2017

A questionnaire survey was developed for the visit, with different questions included for Walk-in patients, and those attending registered patient GP/Surgery appointments.

Summary

To engage with patients as service users of Malling Health – Wrekin (GP services and Walk-In service) to hear about their experiences of care, and to understand how patient dignity is being respected in practice environment.

We wanted to learn about:

The experiences of relatives/carers and friends
Observe the patients and relatives/visitors engaging with the staff and their surroundings
Examples of good care practice

Key Findings

Patients told us the Malling Health - Wrekin GP Practice and Walk-in services were very good, local, and met their needs
We observed staff treated patients with dignity and respect, though heard that on rare occasions a few patients felt this could have been better (appointment booking, confidentiality at reception)
Patients told us staff were very helpful, friendly, kind, efficient and informative; they do their best, though ‘stretched and overworked’ - the staff are ‘excellent under pressure’
Most Patients found they could book an appointment on the same or next day, but a small number reported difficulties in making appointments, and for some the availability of appointments was sometimes concerning
Patients who used the walk-in service appreciated that it was available and said the service was good
Staff liked working at the practice - a nice place to work, where colleagues supported each other despite current high levels of work and low morale. Staff believed they offered a good service to the patients and were proud to support the walk-in service, though they felt it needed more resources-staff and treatment facilities