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To empower people and communities to improve health and social care services together

Local GP Practices go from strength to strength




Date: August 2017

Over the course of 2016 Healthwatch Sunderland began to see feedback from patients of both Harraton and Springwell House surgeries which indicated that they were experiencing some issues and had some concerns with the surgeries.

We contacted the Care Quality Commission who had carried out a recent inspection in November 2016 placing Springwell House Surgery as requires improvement. It was agreed that the Healthwatch Sunderland Engagement Team would conduct more in-depth research through Enter & View at both Springwell House and Harraton Surgeries as both practices have the same provider, Dr Inder Jeet Singh. This process would enable us to determine if the negative views given by these patients were generally reflective of the practices.

Healthwatch Sunderland Enter & View representatives spent a day at each of the surgeries, speaking to the people who count – the patients!
Patients were asked a range of questions which were constructed with some of the previous feedback in mind. The outcome of the exercise for both surgeries were favourable. They were found to be; accessible and friendly, easy to gain appointments and found all staff including the GP's, other medical staff and receptionists to offer a professional and attentive service.

"No trouble getting appointments and GPs are friendly and helpful"
"I feel that they know me as an individual, not just a patient"

Patients felt that the only areas which could be improved upon were around the GP's running late for appointments and confidentiality issues at the reception desk. These recommendations were shared with Dr Inder and the Practice Manager and suggestions were made for both practices to consider.

Practice Manager Corraine Lamb said "Dr Singh and I were really pleased with the response from the Enter and View sessions carried out at the surgeries...and thank you and your team for making this happen as it seems to have been a positive exercise for our surgeries".

Corraine and her team will be putting in place new measures to support the surgeries and its patients.

Both Springwell House and Harraton surgeries are now rated as 'Good' by the Care Quality Commission. Congratulations to Corraine and the team – well done!

For further information, please contact 0191 514 7145 or healthwatchsunderland@pcp.uk.net.





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