Enter and view: Beechdale Surgery

Healthwatch Walsall undertook an announced Enter and View visit to Beechdale Surgery (Dr Kumar) at Beechdale Health Centre on 12 February 2026. The purpose of the visit was to understand how the GP service is delivered and how it is experienced by patients, using observations, patient questionnaires, and interviews with staff.  They spoke to 8 people.

Overall, the surgery premises were found to be clean, well maintained, and clearly signposted, with automatic doors, a shared waiting area, and good access to patient information materials. However, the report noted limited off-road parking, an absence of clearly visible information about the complaints process in the waiting area, and some constraints on space that can limit service expansion.

At the time of the visit, the surgery did not have a current Care Quality Commission (CQC) rating because the most recent inspection in May 2019 related to a previous provider, and Dr Kumar has taken over the practice since then. The practice serves approximately 3,100 patients and employs a multidisciplinary team including GPs, nurses, pharmacists, paramedics, a physiotherapist, a social prescriber, administrative staff, and receptionists.

Patient feedback collected from eight interviews was largely positive. Most patients felt listened to, described staff as caring and attentive, and reported good communication and efficient referrals. Commonly used methods of contact were telephone, text, apps, and online systems, and most patients were aware of alternative routes to access clinical care. The main difficulties raised by patients related to waiting on the phone for appointments and occasional parking issues.

Staff interviews highlighted the practice’s transition toward a triage-based appointment system, the use of translation services and hearing loop facilities, regular processes for identifying vulnerable patients, and an active Patient Participation Group, although meetings were not yet fully regular. Staff described the team as supportive and highly committed but noted that physical space and ongoing system changes present challenges.

The report makes several recommendations, including continuing to expand the triage system to increase clinical capacity, improving patient awareness of Extra GP Appointments, making complaints information more visible in the waiting area, and holding Patient Participation Group meetings more regularly. Examples of good practice included strong patient support for the surgery, comprehensive patient information displays, and a proactive approach to home visits based on individual assessment.