Enter and view: Lower Stondon Surgery, Central Bedfordshire

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Summary of report content

Healthwatch Central Bedfordshire produced this Enter and view report following a visit to Lower Stondon Surgery on 13th August 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. Healthwatch Central Bedfordshire recommends that as part of their regular training, all staff, clinical and administrative, should have additional training to ensure that they fully understand both the Complaints Policy and the Complaints Procedure. HWCB would also recommend that staff training is reviewed to ensure all staff are able to take up the training offered and to be aware of staff suggestions for training requirements. HWCB recommends that, as the Practice refers to a Newsletter, Twitter account and Facebook page, that these be updated on a regular basis to ensure they are current. 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 Thank you for your report following your visit to the surgery on 13th August 2015 The report has been passed to all staff in the practice, both clinical and non-clinical for their comments. We have considered the contents of the report and feel we need to comment on a few statements in it. The report states that complaints information is not displayed. The waiting room has a fully stocked supply of the complaints procedure. There is also information regarding the complaints procedure on the noticeboard by the dispensary. You state names and photographs of GP’s were not displayed; the sign in the entrance lobby has now been reprinted with the names of all the doctors. The GP’s are not happy to have their photographs displayed on the board. You also state breastfeeding and baby changing facilities were not apparent. On the patients toilet there is a large sign that says baby changing facilities. At the time of the visit you correctly say no breastfeeding facilities were apparent. We will put a sign up to alert patients to the fact they can request this. I would also point out that staff training is reviewed regularly and staff are always encouraged to take up any training that is available. Unfortunately there is a huge lack of training opportunities for administration staff in General Practice and the majority of training has to be sourced independently and is extremely costly for which no funding is available. There is however a limited amount of training available on line and the staff are always given time during their working hours to partake in this.

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General details

Report title 
Enter and view: Lower Stondon Surgery, Central Bedfordshire
Local Healthwatch 
Healthwatch Central Bedfordshire
Date of publication 
Thursday, 13 August, 2015
Date evidence capture began 
Thursday, 13 August, 2015
Date evidence capture finished 
Thursday, 13 August, 2015
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Communication between staff and patients
Lifestyle and wellbeing
Quality of care
Staff attitudes
Staff training
Other information of note about this report 
Good Practice
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
Unstructured Interview
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? 
Does the information include staff's views? 
Types of health and care professionals engaged 
Service manager
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 but provider disagrees
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

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.