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Summary of report content

This was an announced Enter and View Visit carried out at Kirby Road Surgery in Dunstable. The purpose of the visit was: 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 summary of findings inform the Practice operates from a single-story building in Dunstable, which is owned by the senior partner and a retired partner, and serves 9,178 patients. The retired partner undertakes some part time locum work at the surgery. The building is well signposted, well illuminated and easy to see from the road. It is externally clean and tidy with good access for wheelchairs and disabled transport. The interior appears to be in need of redecoration. The reception desk area is cramped and has room for one receptionist and one computer terminal. An electronic booking in system (SystmOne) is sited within the reception area. One corner of the waiting area is blocked off with an upturned table to prevent access to that area. Representatives noted that the electronic display board is not visible from many seats in the waiting room and a fire exit sign in the staff room was missing at the time of the visit. Two members of staff currently use the staff room area for general IT office work, which is not an ideal working environment particularly when other staff use the room for break purposes. However, the general impression given by staff is that they are happy with the working environment and service delivery. Staff also appear to manage patients very well although they can be placed under pressure at busy times such as staff holidays. The report includes 7 recommendations and includes a response from the provider.

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