Enter and view: Dr Kapur Partners, Central Bedfordshire

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Summary of report content

Healthwatch Central Bedfordshire produced this Enter and view report following a visit to Dr Kapur and Partners on 15th July 2015. The visit formed part of a series of visits with the following aims: - to engage with patients of GP Practices and understand how dignity is being respected - identify examples of good working practice - observe patients engaging with staff (clinical and non-clinical), and their surroundings. The three authorised HWCB representatives made the following recommendations: Although the comprehensive complaints policy/procedure is available on the website, it is currently not signposted directly from the home page, but is ‘buried’ in the Practice Charter page. HWCB recommends that a direct link to the complaints policy be inserted on the Home Page of the Practice website. HWCB further recommends that the Patient Reference Group (PRG) page on the website is updated as the Summary Update page reflects the year 2012. Finally, Healthwatch Central Bedfordshire recommends that this report is shared with the patients and staff (clinical and non-clinical) of the Practice and to advise that if they should wish to contribute any additional comments about the report, to contact Healthwatch Central Bedfordshire direct. The director of the surgery made the following response: The reason for the security fencing is that the practice has been troubled by youths climbing on to the roof of the building and causing damage that is why they were put up. We do sometimes have groups of young adults gathering in the car park but this did improve once I asked the local police to get involved. The car parking is not really adequate for the number of patients we have especially when local residents continue to park here, this has been reported to NHS property services. We only allow a patient to book 10 minute appointments with the GP unless a GP has requested more time. The clinical staff are aware that we have been advertising for nurses for two years and regularly use locums when we can get them. The admin staff are always covered, some of them may feel they do more overtime than others but that is staff choice. The Clinical staff attend our complaints review meetings and the complaints procedure has been discussed at various meetings and following your report I discussed it at the nurse meeting and they all knew what the process was.

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General details

Report title 
Enter and view: Dr Kapur Partners, Central Bedfordshire
Local Healthwatch 
Healthwatch Central Bedfordshire
Date of publication 
Wednesday, 15 July, 2015
Date evidence capture began 
Wednesday, 15 July, 2015
Date evidence capture finished 
Wednesday, 15 July, 2015
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Car parking access
Patient records
Quality of care
Service delivery organisation and staffing
Staff training
Waiting time to be seen once arrived at appointment
Other information of note about this report 
Good Practice
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
Unstructured Interview
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or 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 
Age group 
Specific ethnicity if known 
Sexual orientation 
Not known
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 
Service manager
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

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? 

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.