Enter and view: Chiltern House Medical Centre

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Summary of report content

This is and enter and view report published by Healthwatch Bucks December, 2017. On 27 December, 2017 representatives visited Chiltern House Medical Centre to find out what patients thought of the service. This visit was prompted by a previous CQC inspection and feedback that the medical centre was not working well. As the medical centre covers two sites engagement was done in two places. Feedback on the day was generally positive and people recognised the medical centre had been working to improve. A total of 22 people were spoken to. There was a mix of ages and ethnicites engaged. A set of recommendations was given and a provider response attached. Summary of recommendations: - The surgery shares with its staff that the improvements that they are making are being noticed and appreciated by patients. - The surgery works with the Patient Participation Group to promote the following to patients –with a view to improving patient feedback about booking appointments. - The surgery canvasses views on the position of the self-check in machine at Temple End to maximise its use. - The surgery reviews the check list at Appendix 2 to see if information could be made easier to find/provided for patients. - The Dragon Cottage surgery ensures that music is used consistently to ensure patient privacy throughout the day. - The surgery continues to work with the Patient Participation Group and use mechanisms such as the Friends and Family test as well as its own “Improving our Practice Questionnaire” to understand what patients think about the services it provides and the improvements that it is making.

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General details

Report title 
Enter and view: Chiltern House Medical Centre
Local Healthwatch 
Healthwatch Buckinghamshire
Date of publication 
Friday, 29 December, 2017
Date evidence capture began 
Tuesday, 26 September, 2017
Date evidence capture finished 
Tuesday, 26 September, 2017
Type of report 
Enter and view
Report
Key themes 
Booking appointments
Building and facilities
Communication between staff and patients
Quality of appointment
Quality of treatment
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
Waiting times and lists for treatment
Healthwatch reference number 
Rep-5868

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
Survey
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 
22
Age group 
All people 18 and over
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? 
No
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Positive

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? 
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.