Enter and view: Priory Gardens Surgery, Central Bedfordshire

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Summary of report content

The purpose of the visit: • 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. Healthwatch representatives were able to talk to several GPs and members of their administration and clinical staff. This was in addition to speaking to patients in the waiting area and the representatives also undertook a tour of the premises to observe accessibility, including disabled access, the availability of patient information and condition of the building. Whilst patient questionnaire surveys were delivered to the surgery two weeks prior to HWCB’s visit for completion by patients, only three questionnaires were completed prior to the visit. A number of recommendations were made. These included staff photographs being displayed, the telephone answerphone message be more user friendly and suggested the Patient Participation Group (PPG) could be involved with this. It also suggests a more proactive approach by staff regarding the family and friends test, that drinking water and tissues be readily available to patients and that the premises are redecorated. Whilst the report allows for a provider response there are no comments in this section.

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General details

Report title 
Enter and view: Priory Gardens Surgery, Central Bedfordshire
Local Healthwatch 
Healthwatch Central Bedfordshire
Date of publication 
Tuesday, 10 October, 2017
Date evidence capture began 
Wednesday, 31 May, 2017
Date evidence capture finished 
Wednesday, 31 May, 2017
Type of report 
Enter and view
Key themes 
Booking appointments
Car parking access
Communication between staff and patients
Complaints procedure
Information providing
Staff levels
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Primary research method used 
Focus group
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
Out of hours
Secondary care services 

Details about conditions and diseases

Conditions or diseases 
Diabetes and other endocrinal, nutriotional and metabolic conditions
Types of long term conditions 
Asthma or long-term chest problem
What type of pregnancy or maternity themes are included in the report 
New mothers

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not 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? 
Types of health and care professionals engaged 
Does the information include other people's views? 
Not known
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? 
Not known

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.