Enter and View: Penn Manor Medical Centre

This was an announced Enter and View visit which was conducted at Penn Manor Medical Centre, which had been advertised in the practice newsletter. We had received feedback about the practice from the public and the Penn Residents Association concerning access to appointments. We wanted to understand the situation indepth, by speaking to patients/staff and observing what occurred on the day of our visit.

Key findings

• A positive and improved system: Overall patients seemed happy with the practice, reception, doctors, nurses and the new booking system. However, there was a common theme with patients saying it was not always like this, and friends and relatives had a different more negative experience, and people were concerned that older patients may not be able or confident to use the online booking system.
• Booking appointments: Some patients told us they were not able to book online and could not get an appointment otherwise, and others said they were receiving mixed/inconsistent information about booking appointments. We heard that some people had visited the practice or used the phone to book an appointment, and they were made to ‘feel bad’ or turned away and instead asked to go online to book. Patients and staff told us that the online booking system has freed up appointments, reduced the morning rush and created a fairer system where patients are seen by the appropriate health professional through a more robust triaging system.
• Accessibility: Staff were unsure if the hearing loop worked or when it was last serviced. The two front doors are not automatic and there was no way to call for assistance, which makes it difficult for wheelchair users, prams and people with mobility issues to get into the practice.
• Organisation and efficiency: Lack of organisation came up several times. Some patients said they lacked trust in the efficiency of the prescription service and had many difficulties with transferring their records.
• PPG: Some of the patients we spoke to didn’t know about the PPG. It is well advertised but they felt it wasn’t for them but for other, more qualified people. We explained it is for all patients.
• Patient choice: Patients would like to see the same GP, and to know which health care professional they are seeing in advance of their appointment.
• Patient care and dignity: We had several reports of rude receptionists. On further investigation, this was mainly occurring from staff who were taking calls at the central hub, but patients think hub staff are receptionists, so this results in reception staff having to deal with angry patients. Some patients reported rude experiences with other staff at the practice.