Enter & View: Larksfield & Arlesey Medical Partnership

Healthwatch Central Bedfordshire undertook an announced Enter and View visit to Larksfield and Arlesey Medical Partnership on 10 October 2024 in response to concerns highlighted in the Care Quality Commission (CQC) report dated March 2024, which rated the service as ‘Requires Improvement’. Their aim was to gather evidence of any service improvements made since the CQC visit.

Larksfield Surgery is a general practice located in a well-lit, accessible area with ample parking, including disabled parking and bike spaces. The surgery provides services to a diverse group of 19,600 patients, supported by a mix of long-standing and new staff. Patients have several ways to register at the practice, including online or via a form at reception. Accessibility needs are generally met, although there were minor issues such as the deactivation of the disabled push-button door, which could pose a challenge for some patients. Additionally, there were no tissues available in the waiting room, and at the time of the visit, one toilet was out of use due to repairs. 

Patients were generally positive about the care they received from clinicians, with several praising the friendliness and professionalism of staff. However, access to appointments remains a significant concern. Many patients reported difficulty getting an appointment, especially when trying to call the surgery.  Some older patients expressed discomfort with using online services or the self-check-in desk, preferring face-to-face interactions. 

 In contrast, younger patients aged 16-25 years old preferred using online platforms, finding them more convenient for managing their care.

 Overall, the patients who were interviewed felt respected, and appreciated the friendliness of the staff. Some were also satisfied with recent improvements, especially regarding prescription turnaround times. Despite these positive changes, there was a general consensus that a dispensary onsite would significantly improve patient experience.

Staff feedback was similarly mixed. Most staff members felt supported by their colleagues and Managers and appreciated the training provided, particularly in areas like safeguarding and basic life support (BLS). However, some staff mentioned gaps in supervision and appraisal cycles. Staff also highlighted challenges with staffing levels, particularly the need for more GPs and clinicians to meet patient demand. A recurring theme among staff was the shortage of appointments for the large patient base. There were also comments about internal management and communication.

 Despite these concerns, most staff felt positive about recent improvements following management changes. The surgery was observed to be clean and well-organised, with plenty of relevant information on display, including Healthwatch leaflets. The reception area, while informative, was noted to be cold and uncomfortable, with the door left open on a rainy day. Accessibility within the building is generally good, but it was noted that staff were unsure how to provide leaflets in other languages, which may pose a barrier to non-English speaking patients.