Enter and view: Bentham Road Health Centre

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Summary of report content

Healthwatch Blackburn with Darwen Enter and View representatives conducted an unannounced Enter and View visit at Bentham Road Health Centre on Wednesday 13 June 2018 at 10:00 -12:25 to collect views directly from patients, carers/family members and staff on their experiences of this GP surgery. This report is based on responses from 25 patients, 13 members of staff, 4 carer/family members and we undertook 2 observations. The key findings are: 100% of patients and carers/family members felt that the GP/Nurse they last saw at the surgery was excellent, very good or good in giving them enough time. 100% of patients and carer/family members felt that the GP/Nurse that they last saw at the surgery was excellent, very good or good at listening to them. 100% of patients and carer/family members felt that the GP/Nurse they last saw at the surgery was excellent, very good or good at explain tests and treatments to them. All carer/family members rated Bentham Road surgery as excellent or very good, felt that their appointments were long enough, felt listened to and that they were treated with dignity and respect. 96% of patients felt that they were treated with dignity and respect at Bentham Road Health Centre and 95% of patients found the information that they received in their appointments helpful. The recommendations are: To provide information about British Sign Language Support, hearing loops and available translation services in the waiting area. To relocate a row of three seats near to Reception to a different area of the waiting room to enable privacy for patients at the Reception desk. To make amendments to the website and keep this updated. To promote and increase awareness of Patient Participation Groups, reinstate regular meetings and use Healthwatch and NAPP how to guide. To ensure people know about the complaints procedure.

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General details

Report title 
Enter and view: Bentham Road Health Centre
Local Healthwatch 
Healthwatch Blackburn with Darwen
Date of publication 
Thursday, 19 July, 2018
Date evidence capture began 
Wednesday, 13 June, 2018
Date evidence capture finished 
Wednesday, 13 June, 2018
Type of report 
Enter and view
Key themes 
Building and facilities
Communication between staff and patients
Complaints procedure
Health inequalities
Information providing
Healthwatch reference number 
Rep-7020

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
Primary research method used 
Observation
Structured interview
Survey
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Unannounced

Details of health and care services included in the report

Primary care services 
GP practice

Details of people who shared their views

Number of people who shared their views 
41
Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Yes
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
All care professionals
Service manager
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
No
Is there evidence of impact in the report? 
Yes
Is there evidence of impact external to the report? 
No
What type of impact was determined? 
Implied Impact
Tangible impact (not cost related)

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
 
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
 
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.