Enter and view: North Street Surgery, Bradford

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Summary of report content

Healthwatch Bradford conducted an Enter and View visit to North Street Surgery on 12 August 2014. The team spoke with 9 people, including the Practice Manager, staff and residents and carers, during the visit. The team recorded feedback and observations about sustainability and access to the building, repeat prescriptions, access to appointments, staff training, and person-centred care. The practice has some adaptions for people with mobility requirements. However, these patients were required to enter the building through a separate entrance to access some of the rooms. The team noted poor signage in the waiting area for disabled access. Patients find booking appointments an issue, particularly ones for the same day, and would result to using A&E for urgent treatment. The team heard positive examples of person-centred care from staff in which patient needs are accommodated with tailored care. The staff at the surgery speak multiple languages which the team found useful for language interpretation. However, patients feel there is a lack of continuity of care because they are not able to see the same doctor. The team recommended that the practice continue to review and implement best practice on access to appointments, but also, to consider the building accessibility; change the height of the self-check in screen, lower the reception desk, improve signs directing patient towards disabled access. In addition, they suggested a children’s play area in the waiting area, to liaise with local learning disability advocacy groups to raise awareness for annual health checks and increase training opportunities on awareness of people’s needs. No response from the service provider was included in the report.

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General details

Report title 
Enter and view: North Street Surgery, Bradford
Local Healthwatch 
Healthwatch Bradford
Date of publication 
Tuesday, 10 February, 2015
Date evidence capture began 
Tuesday, 12 August, 2014
Date evidence capture finished 
Tuesday, 12 August, 2014
Type of report 
Enter and view
Key themes 
Access
Booking appointments
Building and facilities
Communication between staff and patients
Continuity of care
Information providing
Interpreters
Medication
Prescription
Waiting times and lists for treatment
Other information of note about this report 
Good Practice
Healthwatch reference number 
Rep-5312

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
Structured interview
Survey
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Not Known

Details of health and care services included in the report

Primary care services 
GP practice

Details about conditions and diseases

Types of disabilities 
Mobility
Long term condition
Types of long term conditions 
Diabetes
Learning disability
What type of pregnancy or maternity themes are included in the report 
Pregnant

Details of people who shared their views

Number of people who shared their views 
9
Age group 
All
Gender 
All
Ethnicity 
All
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Yes
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
Receptionists
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.