Enter and view: Ivel Medical Centre, Biggleswade

This Healthwatch Central Bedfordshire Enter and View report summarises a visit to Ivel Medical Centre in Biggleswade on 20 August 2015. The practice served approximately 10,715 registered patients and provided a wide range of services, including chronic disease clinics, minor surgery, housebound patient support, counselling, travel immunisations and substance misuse services. 

A key finding of the report was that the practice operated from outdated premises that were no longer considered fit for purpose. The building comprised three converted Victorian terraced houses, creating a complex layout with numerous stairs, corridors and consultation rooms spread throughout the site. Healthwatch noted that this presented particular challenges for the practice's largely older patient population. However, it also recognised that the surgery was planning to relocate to modern accommodation at the Acorn Centre. 

Despite the building limitations, Healthwatch found that staff worked hard to ensure patients received a good service. Representatives described receiving a warm welcome and observed a strong commitment from both clinical and administrative staff to maintaining patient care and safety. 

The surgery environment was generally viewed positively. The waiting area was light and spacious, with clear signage, patient information displays, self-check-in facilities, complaint information, hand sanitiser, hearing loop provision, disabled-friendly toilet facilities and visible staff photographs. Reception staff were observed to be friendly and approachable. 

Parking was one of the main practical difficulties. The practice had no dedicated car park, relied on limited on-street parking, and offered little space for mobility scooters. The narrow pavement and entrance also posed accessibility challenges. 

The Patient Participation Group (PPG) was active and well established, with regular meetings and a virtual membership option. Members contributed to patient surveys, flu clinics and planning for the move to new premises. However, both staff and the PPG recognised the need to recruit younger members to improve representation.

The report found that the practice had a flexible appointments system, allowing bookings in person, by telephone and online. Additional services included a daily walk-in clinic, early morning appointments, occasional Saturday sessions and a text reminder service. These reminders had helped reduce missed appointments to a low level. 

Patient survey responses were highly positive. Most patients reported that they could obtain appointments when needed, were given a choice of clinician, were aware of opening hours and felt they had enough time during consultations. Almost all respondents said their GP listened to their concerns and considered their views.

Feedback regarding staff was particularly strong. All respondents described staff as helpful and understanding, and Healthwatch observed professional and friendly interactions throughout the visit. Staff themselves spoke positively about working at the practice, commonly describing it as a supportive and collaborative environment. 

The report also highlighted the innovative role of the Practice Matron, which had been developed specifically to support elderly and housebound patients who found it difficult to attend the surgery. The post was viewed as helping reduce pressure on GPs while improving continuity of care for vulnerable patients.

Patient comments were overwhelmingly favourable, frequently praising the helpfulness of staff, the efficiency of online services, the quality of clinical care and the support provided for people with long-term conditions. Many respondents stated that they would recommend the practice to others.

Healthwatch concluded that the principal issue affecting the practice was the inadequacy of the existing premises rather than the quality of care. Its main recommendation was that the surgery develop a comprehensive communication plan when relocating to its new site, ensuring that patients, local residents and stakeholders were fully informed about the move. The practice agreed that the report provided a fair reflection of its services.