Enter and view: Larksfield Surgery, Central Bedfordshire

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Summary of report content

Healthwatch Central Bedfordshire produced this Enter and view report following a visit to Larksfield surgery on the 29th 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 HWCB authorised representatives made the following recommendations: HWCB recommends that, in relation to the Practice Complaints Policy and Procedure - Clear signposting of ‘How to make a complaint’ is displayed in the waiting areas and on the website - The actual Complaints Procedure should be detailed on the website; - All practice staff should be given refresher training on the Complaints Policy and on the Complaints Procedure. HWCB would further recommend that the Practice works with the PPG to inform the wider cohort of patients about their difficulties and constraints due to lack of successful recruitment etc. This could be via the Practice Newsletter, website or similar. The Practice is currently not recording ‘Did Not Attend’ (DNA) figures. HWCB representatives were advised that these were last collected in 2012 when the figure shown was 3.68%. HWCB strongly recommends that this data continues to be collected and is displayed in the waiting areas to clearly inform patients of the effect this has on appointment availability. 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. Service Provider response No Provider Response received. HWCB – 10.12.15

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General details

Report title 
Enter and view: Larksfield Surgery, Central Bedfordshire
Local Healthwatch 
Healthwatch Central Bedfordshire
Date of publication 
Wednesday, 29 July, 2015
Date evidence capture began 
Wednesday, 29 July, 2015
Date evidence capture finished 
Wednesday, 29 July, 2015
Type of report 
Enter and view
Key themes 
Admission
Booking appointments
Building and facilities
Complaints procedure
Engagement
Information providing
Interpreters
Patient records
Prescription
Public involvement
Quality of care
Quality of treatment
Service delivery organisation and staffing
Staff attitudes
Staff training
Other information of note about this report 
Good Practice
Healthwatch reference number 
Rep-5380

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
Survey
Unstructured Interview
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Announced

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 
19
Age group 
All
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? 
No
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.