Chapelford Medical Centre visited by Healthwatch Warrington

Chapelford Medical Centre came bottom of the table in terms of patient overall experience following the publication of the results of the GP Patient Survey 2022.

The survey measures patients’ experiences across a range of topics, including making an appointment, access to online services and out-of-hours services.

Chapelford was graded 35 per cent in terms of its overall patient approval rate – way below the national average approval rating across England at 72 per cent.

Worryingly, the surgery’s rate was 79 per cent last year, demonstrating a fall of more than half, with only 13 per cent of patients stating it was 'easy' to get through to someone over the phone.

Following the publication of the survey results, a spokesman said that the surgery was ‘deeply disappointed’, but they highlighted that ‘considerable improvements’ have been made since the survey was completed at the start of 2022.

It is now revealed that Healthwatch Warrington visited the Santa Rosa Boulevard site in February after receiving ‘several concerns and complaints’ from patients.

The health and social care champion has statutory powers to listen, act, challenge and offer feedback to improve local services.

To achieve this, representatives conducted an ‘enter and view’ visit to observe how services are being delivered and make recommendations for improvement.

A report from the visit has now been published, which reads: “Prior to the visit to Chapelford Medical Centre, Healthwatch Warrington had received several concerns and complaints from patients.

“Members of the Healthwatch Warrington team had also attended meetings at the practice in relation to negative feedback received.

Chapelford Medical Centre was visited by Healthwatch Warrington

“Many patients found it extremely difficult to make an appointment, and this continued after the Covid lockdown restrictions were eased.”

The report concludes with recommendations that the practice works to improve recruitment and retention of staff and ensure that the phone system is fit for purpose, with patients being able to speak to a receptionist in a timely manner without fear of being cut-off or being held in a long queue.

It adds that from feedback, patients would encourage the opportunity to meet face-to-face with GPs and would like an increase in direct appointments.

Lydia Thompson, CEO at Healthwatch Warrington, said: “We were invited to conduct an enter and view visit by Dr Dan Bunstone earlier this year.

“During this time, we received significant feedback and complaints from patients and the local community around several aspects of the surgery, which prompted our recent visit.

“We hope our recommendations will enable Chapelford to improve services moving forward and look forward to working with the practice.”

The report was sent to the management at Chapelford Medical Centre for the chance to comment on the report.

As a result, quality lead Lauren Yates said: “As a primary healthcare provider, Chapelford strives to deliver an excellent service to all of our patients.

“This ensures they receive safe and effective care whenever it is required. That is, and always will be, our top priority.

“The team here at Chapelford Medical Centre has made important changes since the time of the Healthwatch review.

“We are confident that these changes have improved and will continue to improve patient experience.”