Enter and view: Binfield Surgery, Bracknell Forest

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Summary of report content

Healthwatch Bracknell Forest conducted an announced Enter and View visit to Binfield Surgery in December 2015. Using survey methods, the team spoke with 126 patients; 29 patients on the day of the visit in the waiting area and 97 completed the survey online. The survey asked patients about their experience with booking, waiting times, appointment time suitability and patient satisfaction. A further survey with the Practice Manager was conducted to find out about GP rotas, emergency appointments and how these are triaged and accessed and charging policy for letters/services. In addition to the surveys, the team also observed the environment and interactions between patients and staff. The findings of the visit were mixed. Generally, patients were happy with the quality of care and treatment they received and felt they were given enough time for their concerns to be addressed. However, there were serious concerns about patients being treated with dignity and respect, the quality of care by some members of staff, waiting times, the waiting room environment and accessibility in the waiting room for people with mobility difficulties, particularly for wheelchair users. Concerns about the capacity of the car park were raised, as were concerns about the safety of pedestrians in the car park. In addition, issues were raised about the manner patient feedback were responded to. Only a third of patients knew about the Surgery Patient Group. Healthwatch Bracknell Forest recommended that the surgery address concerns about patients being treated with dignity and respect and the quality of care by some members of staff. They also recommended the surgery to consider reviewing the booking system, purchasing an electronic patient call-in system, consider measures to improve car park safety and capacity, and increase the awareness and clarity of ways patients can give feedback and respond in constructive manner. The service provider, Binfield Surgery, responded to Healthwatch Bracknell Forest’s feedback and recommendations. They did not agree with aspects of the report but agreed to take some of the recommendations on board regarding improving the physical environment.

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General details

Report title 
Enter and view: Binfield Surgery, Bracknell Forest
Local Healthwatch 
Healthwatch Bracknell Forest
Date of publication 
Monday, 4 April, 2016
Date evidence capture began 
Tuesday, 1 December, 2015
Date evidence capture finished 
Tuesday, 1 December, 2015
Type of report 
Enter and view
Key themes 
Access
Booking appointments
Building and facilities
Car parking access
Communication between staff and patients
Complaints procedure
Quality of care
Staff attitudes
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-5482

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Survey
How was the information collected? 
Survey
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Announced

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 
126
Age group 
All
Gender 
All
Ethnicity 
All
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
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? 
Yes but provider disagrees
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
No

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.