Healthwatch Central Bedfordshire conducted two Enter and View visits to Leighton Road Surgery, a large practice serving over 20,000 patients and a practice team of over 65 members of staff including Doctors, Nurses, Dispensers, Therapists, Receptionists, Administrators and a Pharmacist. The visits took place on 24th January 2019 & 9th July 2019.
The entrance to the surgery was well signposted and well lit. Reception staff welcomed Healthwatch representatives, issued visitors passes and introduced them to staff. A private room was available for patients to discuss confidential matters with healthcare staff privately. Corridors are wide and can easily accommodate wheelchairs.
Patients could book appointments via System One, on the phone, or in person. However, many patients who spoke with Healthwatch representatives, or who completed the patient questionnaire, indicated that obtaining an appointment was extremely difficult and time consuming. In some cases, patients described having to wait up to six weeks to secure an appointment.
Healthwatch made several recommendations about the appointment booking system and the Practice's communication. This report does not contain a service provider response.
Enter and view: Leighton Road Surgery
Healthwatch Central Bedfordshire
Date evidence capture began
Thursday, 24 January, 2019
Date evidence capture finished
Building and facilities
Car parking access
Cleanliness hygiene and infection control
Communication between staff and patients
Digitalisation of services
Healthwatch reference number
Was the work undertaken at the request of another organisation?
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If an Enter and View methodology was applied, was the visit announced or unannounced?
Number of people who shared their views
Specific ethnicity if known
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Were recommendations made by local Healthwatch in the report?
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