Enter and view: Barrow Health Centre

This Healthwatch Leicestershire Enter and View report summarises a visit to Barrow Health Centre in Barrow upon Soar on 7 July 2015. The visit included observations of the surgery environment and feedback from 53 patients about access to services, appointments, reception services and facilities. 

Overall, the report found that patients were generally satisfied with the clinical care they received, but there were significant concerns about the appointment booking system and some aspects of customer service. Patients frequently reported difficulties understanding how the appointment system operated and expressed frustration with telephone access. 

The most common concern raised was difficulty booking appointments by telephone. Many patients said they experienced long waits for calls to be answered, calls being cut off while in the queue, and uncertainty about how the appointment system worked. Working people and parents particularly highlighted the inconvenience of long waiting times and telephone-based booking arrangements.

Patients also expressed mixed views about reception staff. While some described staff as very helpful, others characterised them as rude, abrupt or unhelpful. A particular source of dissatisfaction was being asked to provide personal medical information to receptionists when booking appointments, often in public areas where patients felt confidentiality could be compromised. 

Healthwatch observed that the building itself was clean, modern and accessible. The centre had automatic doors, level access throughout and sufficient space for wheelchair users. The waiting area was comfortable and attractive, with clear signage, a self-check-in system and a patient-calling display screen.

Despite the generally good environment, Healthwatch identified concerns about privacy at reception. Some seating was positioned close to the reception desk, conversations could potentially be overheard, and there was no clearly advertised area where patients could speak privately with staff. 

The report found that information available to patients could be improved. There was limited information about appointment systems, out-of-hours services, NHS 111 and the Patient Participation Group (PPG). Most patients were unaware that a PPG existed or what role it played.

Several issues were identified regarding facilities and accessibility. The disabled toilet was judged unsuitable for independent wheelchair users, as it lacked adequate space, did not have an emergency pull cord, and some fittings could not easily be reached from a wheelchair. There were also no designated disabled parking spaces in the car park, and parts of the car park surface were in poor condition.

Survey results reflected these concerns. Only 19 of 53 patients said it was easy to get through on the telephone, while 32 said it was not. Most patients were able to obtain same-day appointments when successful in booking, but only a minority were consistently able to see the doctor or nurse of their choice. Clinical care was rated more positively than non-clinical services, with stronger scores for treatment quality than for reception services.

Healthwatch recommended improving privacy arrangements, reviewing how reception staff request personal medical information, addressing telephone system problems, providing clearer information about appointments and out-of-hours services, promoting the Patient Participation Group more effectively, improving disabled access and parking facilities, and installing hand sanitiser near the self-check-in screen.

In response, the practice accepted the findings and outlined actions including additional customer-service training for reception staff, revisions to telephone queuing arrangements, plans to improve patient information displays, installation of hand sanitiser near the check-in screen, promotion of nursing services, and discussions with NHS Property Services regarding accessibility improvements and parking provision.