Summary of report contentHealthwatch 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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Enter and view: Binfield Surgery, Bracknell Forest
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
Building and facilities
Car parking access
Communication between staff and patients
Quality of care
Waiting time to be seen once arrived at appointment
Healthwatch reference number
Was the work undertaken at the request of another organisation?
Primary research method used
How was the information collected?
If an Enter and View methodology was applied, was the visit announced or unannounced?
Primary care services
Number of people who shared their views
Does the information include public's views?
Does the information include carer's, friend's or relative's views?
Does the information include staff's views?
Types of health and care professionals engaged
Does the information include other people's views?
What was the main sentiment of the people who shared their views?
Were recommendations made by local Healthwatch in the report?
Does the information contain a response from a provider?
Yes but provider disagrees
Is there evidence of impact in the report?
Is there evidence of impact external to the report?