Enter and view: Priory Grove surgery
Download (PDF 874.13 KB)Summary of report content
Healthwatch Central Bedfordshire undertook an announced enter and view visit to Priory Gardens Surgery on 6 December 2023. They wanted to understand how patient dignity is respected in GP surgeries. This visit was prompted by the Practice recently moving to larger premises at a different venue; the Integrated Health and Care Hub. This is a ‘one stop’ hub where people can access high-quality care and services seven days a week, close to where they live, making it more accessible, convenient and easier for residents to use. It brings together a mix of health and care professionals in a single location to promote more joined-up working between the NHS, the council and voluntary and community sectors. They spoke to at least 18 people.
The surgery is located in a modern, clean, light and airy building. The reception was easy to find and the receptionists were polite and helpful. The waiting area was spacious, clean and smart. There was no children's area and no information about the surgery PPG.
A survey of patients revealed that they were largely satisfied with the surgery, especially since it moved to the new building. They would like it to be easier to book an appointment. Most didn't have to wait long to be seen.
There was a mixed response when asked if they could see a GP of the gender of their choice. Very few knew how to make a complaint.
Staff were very positive about working at the surgery and felt there was adequate staffing. They had access to training. They knew how to deal with complaints.
Staff acknowledged that there were problems with patients booking appointments by phone. This had been outsourced to a private company, but had now been brought back in house.
The report includes a number of recommendations about information to patients, improving the waiting room and complaints. It also contains a response from the provider.