Enter and view: Holycroft Surgery, Bradford

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Summary of report content

Healthwatch Bradford and District conducted an Enter and View visit to Holycroft Surgery on 1 September 2014. The team spoke with management staff, front line staff and patients and carers during their visit. General observations from the team about the GP practice also informed the report. The practice’s waiting room was considered to be accessible and presentable. There was, however, some concern about where patients queue for the reception desk. The visit included finding out more information about the registration process. The team found that patients are required to present two forms of identification but did have a process to register patients temporarily. The team were informed that the practice has an active Patient Participation Group and offers adjustments for patients with additional requirements. The practice has introduced a video interpreting service for patients speaking different languages. The practice offers Annual Health Checks to patients with long term conditions and patients with learning disabilities. Speaking to 18 patients and carers, they felt that the information the practice provided was good and the staff were generally helpful. However, some issues with booking appointments were raised. Feedback identified that there were language barriers when booking appointments over telephone. Others found it difficult to get an appointment at a time that suits them and did not feel comfortable disclosing the reason for their appointment to reception staff. Overall, the team were impressed with the service provided by the practice. They recommended that the practice continues their work with local organisation and groups promoting the take up of annual health checks. They also suggested that the practice reviewed the language needs of the community and improve experience of patients accessing the interpreting service. Continued monitoring and reviewing of the booking system was recommended. The report did not include a response from the service provider.

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General details

Report title 
Enter and view: Holycroft Surgery, Bradford
Local Healthwatch 
Healthwatch Bradford
Date of publication 
Saturday, 7 February, 2015
Date evidence capture began 
Saturday, 1 February, 2014
Date evidence capture finished 
Saturday, 1 February, 2014
Type of report 
Enter and view
Key themes 
Booking appointments
Communication between staff and patients
Health promotion
Information providing
Interpreters
Prescription
Waiting times and lists for treatment
Other information of note about this report 
Case Study
Healthwatch reference number 
Rep-5311

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Focus group
Structured interview
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 about conditions and diseases

Types of long term conditions 
Learning disability

Details of people who shared their views

Number of people who shared their views 
20
Age group 
All
Gender 
All
Ethnicity 
All
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Yes
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
Administrative
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? 
No
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.