Enter and view: Priory Gardens Surgery, Central Bedfordshire

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.