Enter and view: 168 Medical Group

Healthwatch North Somerset undertook an enter and view visit to 168 Medical Group on 13 March 2026. The purpose of the visit was to understand how well the practice adopts a trauma‑informed approach, particularly in relation to communication and empathy in primary care. 

The visit involved observation of the practice environment, interviews with six staff members, and discussions with members of the Patient Participation Group (PPG). A patient survey was also carried out alongside the visit, receiving over 1,500 responses, although those findings are reported separately. 

168 Medical Group is part of the Pier Health Group and serves over 24,000 patients across two sites. It provides a wide range of services and supports a population that includes individuals with complex needs, particularly in mental health and dementia care. The practice is active in the community and offers initiatives such as social prescribing and a volunteer‑led friendship café. 

Observations during the visit highlighted that, although the exterior entrance area required maintenance, the internal environment was clean, calm, and well organised. Staff appeared approachable and friendly, and information displays were clear and well maintained. However, some waiting areas were described as isolated, and the reception area lacked privacy and clear information about requesting confidential conversations. 

Staff described an empathetic, patient‑centred culture with informal approaches to trauma‑informed care. However, there was no formal training programme, policy, or structured process for responding to trauma disclosures. Staff relied on team discussions, professional judgement, and continuity of care to support patients, although additional training and resources were seen as beneficial. 

PPG members gave mixed feedback. While they generally felt staff were kind and supportive, they highlighted inconsistencies in reception staff interactions and difficulties in accessing the same GP, meaning patients sometimes had to repeat traumatic experiences. They also noted that the practice’s rapid growth had made it feel less personal.

The report concludes that the practice demonstrates a strong informal, empathetic approach to trauma‑informed care but would benefit from more formalised systems and training. Key recommendations include introducing trauma‑informed training for all staff (especially reception), promoting NHS toolkits, developing clear protocols and checklists, and improving communication with patients about privacy and available support options. 

In response, the provider welcomed the findings and agreed to implement the recommendations. Actions already underway include adding trauma‑informed training to the annual programme, making guidance resources available, developing staff checklists and formal protocols, and creating patient information materials about privacy and support choices.