This report shares feedback that you, the patients, family and friends shared with us on accessing services at Hightown Village Surgery.
This report highlights a number of key findings and themes shared by you, the patient, family and friends. In total 46 Healthwatch Sefton feedback forms were completed.
We asked – ‘How would you rate your overall experience of Hightown Village surgery?’ 1 star being rated as poor and 5 stars being rated as excellent. The average rating based on 46 responses was 2 stars.You, the patient, family and friends shared positive feedback relating to:
Treatment & Care was rated as 3 stars (based on 32 comments) – overall, you told us treatment & care was a positive experience, in particular with Dr Fletcher and Dr Travers.
Staff Attitude was rated as 3 stars – overall you told us that that both the reception team and clinical staff at the surgery had a good attitude.
Areas for improvement:
Communication & Administration was rated as 1 star (based on 35 comments) – you told us about your concerns if the surgery will remain open?
Difficulties with the phone being answered – you told us about the hub system
You are unable to ring and speak with reception staff at the surgery
You are unable to book appointments on-line
You are unaware of what services the surgery provides
You don’t know what clinical staff work at the surgery, you asked ‘Is there a nurse’?
The website for Hightown Village surgery needs to be improved and populated with more information on practice specific information for patients on how to access services. From our own observations of the website there is a lack of
information on a number of areas including:
How to make a complaint, feel free to speak to the Practice Manager. There is a link to find details of the Practice Manager but unfortunately there is no information.
View our Practice Leaflet – the link leads to ‘page cannot be found’.
Meet the team – there are no details of admin or clinical team members.
Appointment waiting times was rated as 1 star (based on 33 comments). You told us:
Doctors are only available two days a week
You told us of difficulties trying to get nurse appointments / you are unaware if there is a nurse at the surgery
You are not able to get through on the phone lines, you told us about having to go and queue outside between 7.30 – 8:00 am. Not being guaranteed to get an appointment was also a concern.
Health inequality and access to services: You told us about the lack of health services at the surgery. You shared not having access to services and support including:
Asthma clinic
Diabetes clinic
Access to blood tests
Blood pressure checks
Smear tests
Injections
Maternity services
Continuity and integration of care: You told us about your difficulties when seeing different health care professionals for the same medical issues and the lack of continuity of care.You told us about referrals not being actioned and avoidable delays due to lack of knowledge and wrong information being provided to patients.
Other areas you told us about include:
You told us, you are worried for the older community who live in Hightown.
How they will manage if there is no longer a GP service in Hightown?
Health and public transport links were highlighted as worrying factors.
Repeat prescriptions – you have told us of time delays at the surgery when ordering repeat prescriptions.