Enter and View: Tudor Medical Centre

This was an unannounced Enter and View visit which was conducted at Tudor Medical Centre as Healthwatch Wolverhampton had received intelligence from patients unable to access timely appointments or getting an appointment with the doctor of choice. Also being able to have consistency in care by seeing the same doctor. Some concerns were raised about inappropriate comments made by a minority of doctors around equality, diversity and inclusivity.

Summary of Findings

The Authorised Representatives made a number of recommendations arising from the visit.

• Review the patient feedback facility and have the option for patients to complete the survey from the waiting room.
• Introduce a ‘Patients have your say’ facility so that they can be encouraged to voice concerns and positive experiences with the option to have a conversation with someone who would resolve their issues.
• Give responsibility to senior Receptionist to oversee customer experience. This would include comfort, temperature and mobility around the waiting room. Whilst senior managers are proactive about providing excellent care beyond the waiting area the frontline experience is in need of review.
• Review privacy of patients when they are speaking to Receptionists. It is possible for everyone to hear discussions of a personal nature as they are being questioned.

This report was produced by the previous Healthwatch Wolverhampton service provider, Engaging Communities Solutions CIC.