Enter and view: Boroughbury Medical Centre

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Summary of report content

Healthwatch Peterborough conducted an enter and view visit on Boroughbury Medical Centre, a GP surgery serving 25000 patients in Peterborough. The surgery offers a number of additional/enhanced services such as minor operations, travel clinic ans smoking cessation advice. Th carpark offers 55 spaces with four disabled spaces. Healthwatch Peterborough collected a feedback survey from 14 people, and findings included: - The appointments booking system seems to divide opinion with some people telling us they experienced difficulties getting through on the telephone to make an appointment. It would be helpful for the practice to comment on any improvements they are considering, to address this issue. - GPs are well regarded – seeing the same GP is highlighted and is likely to reflect this positive view. Although some negative comments were made, continuity of care was sighted here. - The overall quality, care, treatment and service from the surgery is mostly rated good by those surveyed. The report contains 7 recommendations, including: - Consider putting a ‘dark edge’ onto glass walls/doorway in the waiting room to help people with a visually impairment recognise the edge of the door. - Introduce hand sanitisers on reception. - Consider introducing signage to explain accessible information and communication support and promote these services in the practice and on the website. There is a provider response to the report included.

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General details

Report title 
Enter and view: Boroughbury Medical Centre
Local Healthwatch 
Healthwatch Peterborough
Date of publication 
Friday, 22 December, 2017
Date evidence capture began 
Tuesday, 11 July, 2017
Date evidence capture finished 
Tuesday, 11 July, 2017
Type of report 
Enter and view
Key themes 
Access
Administration
Booking appointments
Building and facilities
Car parking access
Car parking charges
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Decor
Health and safety
Information providing
Medication
Prescription
Quality of treatment
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-5629

Methodology and approach

Was the work undertaken at the request of another organisation? 
Not known
What type of organisation requested the work 
N/A
Primary research method used 
Observation
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Not Known

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 
14
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? 
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? 
Not known
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 action has been taken or promised
Is there evidence of impact in the report? 
Yes
Is there evidence of impact external to the report? 
Not known
What type of impact was determined? 
Implied Impact

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.