Enter and view: Ashfield Medical Centre

Healthwatch Milton Keynes undertook an announced enter and view visit to Ashfield Medical Centre on 13 March 2024 to understand the patient view on the way the service was provided.  They spoke to 32 patients.

Patients said that the on-line system for appointments was out of service, and said it was easier to come and queue from 7.30am until the doors open to get an appointment. This way the Doctor calls them for a triage appointment, which generally gets them an appointment that day that they can come back to attend. Patients said that calling in at 8am was not a viable option because of the wait times.  People wanted more staff at peak times particularly to answer the phone.

The staff Healthwatch saw interacting with patients were observed to be helpful, informative, and gave time to patients who had queries. Because there was usually only one member of the reception team at the reception desk at any time with patients, the people Healthwatch spoke to were not aware of how many staff were supporting behind the scenes. This gives people the perception that access issues are due to staffing levels.

When asked about the duration of appointments, or if they felt they were being rushed, almost everyone spoken to said they had never felt rushed, that they felt listened to, and were, generally, very happy with the service they received when they got to see a Health Professional.

The report has five recommendations about signage; information to patients; improving telephone triage; staffing phone lines and evaluating barriers to patients using online systems.