Enter and view: Leighton Road Surgery

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Summary of report content

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. 

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General details

Report title 
Enter and view: Leighton Road Surgery
Local Healthwatch 
Healthwatch Central Bedfordshire
Date evidence capture began 
Thursday, 24 January, 2019
Date evidence capture finished 
Friday, 19 July, 2019
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Car parking access
Cleanliness hygiene and infection control
Communication between staff and patients
Digitalisation of services
Health promotion
Information providing
Staff attitudes
Staff levels
Staff training
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Not applicable
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 
Specific ethnicity if known 
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
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? 
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.