Enter and view: Kirby Road Surgery

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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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General details

Report title 
Enter and view: Kirby Road Surgery
Local Healthwatch 
Healthwatch Central Bedfordshire
Date of publication 
Thursday, 22 June, 2017
Date evidence capture began 
Thursday, 22 June, 2017
Date evidence capture finished 
Thursday, 22 June, 2017
Type of report 
Enter and view
Key themes 
Booking appointments
Health promotion
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Primary research method used 
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 
Not known
Not known
Not 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 
All care professionals
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 action has been taken or promised
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
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.