Enter and view: Wheatfield Surgery

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Summary of report content

Healthwatch Central Bedfordshire conducted an announced Enter and View visit to Wheatfield Surgery, on 4 April 2018, as GP practices are a local Healthwatch priority. The practice operates from a purpose-built two storey building, all patient areas are on the ground floor with good disabled access. There is an independent Pharmacy located off the entrance lobby. The surgery is a registered training practice which has two GP trainers. The Practice Manager arranged for Healthwatch Central Bedfordshire Authorised Representatives to talk to members of their administration and clinical staff when available. However, clinical staff and GP’s were unavailable during the visit so discussions were only held with members of the administrative staff. Representatives undertook a tour of the premises to observe accessibility, including disabled access, the availability of patient information and condition of the building. Healthwatch Central Bedfordshire had delivered patient questionnaires and a ballot box for responses prior to the visit in order to minimise disruption to patients on the day of the visit, unfortunately there had been none filled in by the time of the visit. During the visit, the clinical staff were operating quickly and efficiently so patients did not remain in the waiting area long enough for Authorised Representatives to conduct an interview. The visiting team reported that, the overall impression gained was that this is a progressive Practice which is constantly streamlining its services, methods and approach in order to give its 13,168 patients the best possible experience. The report made recommendations regarding signage and some minor maintenance and also suggested the provision of some play equipment for young children visiting the practice. The practice responded positively and advised they had rectified the maintenance issue and also had added the suggested signage

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General details

Report title 
Enter and view: Wheatfield Surgery
Local Healthwatch 
Healthwatch Central Bedfordshire
Date of publication 
Thursday, 3 May, 2018
Date evidence capture began 
Wednesday, 4 April, 2018
Date evidence capture finished 
Wednesday, 4 April, 2018
Type of report 
Enter and view
Key themes 
Access
Administration
Booking appointments
Building and facilities
Communication between staff and patients
Complaints procedure
Decor
Information providing
Medication
Patient records
Prescription
Public involvement
Service delivery organisation and staffing
Staff attitudes
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-6850

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
Primary research method used 
Observation
How was the information collected? 
Visit to provider
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 about conditions and diseases

Types of disabilities 
N/A
What type of pregnancy or maternity themes are included in the report 
N/A

Details of people who shared their views

Number of people who shared their views 
2
Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Does the information include public's views? 
No
Does the information include carer's, friend's or relative's views? 
No
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? 
Not known

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Yes
Is there evidence of impact external to the report? 
No
What type of impact was determined? 
Tangible Impact (cost related)

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.