Enter and view: Salisbury House Surgery

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Summary of report content

Healthwatch Central Bedfordshire conducted an announced Enter and View visit to Salisbury House Surgery Residential Home on 13th October 2015. The purpose of the visit was to engage with patients of GP Practices and understand how dignity is being respected, identify examples of good working practice and observe patients engaging with staff (clinical and non-clinical), and their surroundings. The Practice currently has 10,929 patients registered. A total of 82 survey questionnaires were completed during the two weeks prior to the visit. Salisbury House Surgery is situated on Lake Street close to the centre of Leighton Buzzard. Healthwatch Central Bedfordshire’s representatives were made very welcome by the Practice Manager, her Deputy and all of their staff, who assisted the team as much as possible throughout the visit. The overall impression gained is of a well-run Practice. Recommendations In light of the incidence witnessed with regard to a patient with crutches using the stairs because she was unaware that she could have asked for the lift to be unlocked, Healthwatch Central Bedfordshire would strongly recommend that all staff, mainly reception staff, should proactively advise all patients, particularly those with reduced or impaired mobility, of the availability of the lift. In addition, HWCB would recommend that the Practice review their policy concerning the lift being locked and only available on request. HWCB also recommends that all references on the Practice website to the ‘Bedfordshire Primary Care Trust’ be updated to the Bedfordshire Clinical Commissioning Group along with the correct contact details and further recommends that the whole website be checked regularly for the validity of information. HWCB would also recommend a more proactive promotion of the PPG to raise awareness of the existence, and the benefits of, the PPG to attract younger members. 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 We felt it was a fair and balanced report and are happy for it to be published as it stands.

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General details

Report title 
Enter and view: Salisbury House Surgery
Local Healthwatch 
Healthwatch Central Bedfordshire
Date of publication 
Tuesday, 13 October, 2015
Date evidence capture began 
Tuesday, 13 October, 2015
Date evidence capture finished 
Tuesday, 13 October, 2015
Type of report 
Enter and view
Key themes 
Access
Booking appointments
Building and facilities
Car parking access
Car parking charges
Engagement
Information providing
Quality of care
Staff attitudes
Support
Healthwatch reference number 
Rep-5345

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
Survey
How was the information collected? 
Survey
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Announced

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 
82
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 
All care professionals
What was the main sentiment of the people who shared their views? 
Positive

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.