Enter and view: Bilton Green Surgery

This Healthwatch Warwickshire Enter and View report summarises a visit to Bilton Green Surgery in Rugby on 3 March 2017. The surgery is part of a larger practice serving approximately 20,800 patients and provides a range of services including asthma, diabetes, heart disease, smoking cessation, family planning and child health clinics. 

The visit found that the surgery was generally clean, well maintained and accessible, operating from a modern building that was in good decorative order. Reception staff were observed to be friendly and helpful, privacy was available through a side room, and information boards, complaints facilities, hearing loop services and Patient Participation Group information were available. However, the electronic self-check-in system was out of order and hand sanitiser was not visible during the visit. 

Twenty patients completed questionnaires about their experience of the surgery. Overall, patient feedback was positive, with most respondents rating the appointment booking system, opening hours, GPs, nurses, reception staff, involvement in care decisions and overall quality of service as good or excellent.

Patients gave particularly positive ratings to the clinical and administrative staff. Half of respondents rated both the GPs and nurses as excellent, while most others rated them as good. Reception staff also received very positive feedback, with comments describing them as friendly and helpful.

The main area of concern raised by patients was access and parking. Half of respondents rated access to the surgery, including parking and transport links, as poor. Patients frequently commented that parking spaces were limited and difficult to find, with some preferring to attend the main Central Surgery site instead. 

Some concerns were also expressed about the appointment booking system. While most respondents rated it positively, a small number reported difficulties obtaining same-day appointments and getting through on the telephone. Patients suggested that greater use of online booking could help improve access. There were also comments requesting longer opening hours, including earlier morning appointments.

Appointment punctuality received more mixed feedback than other areas. Most patients rated punctuality as good or average, with some noting that waiting times varied depending on the time of day. 

Healthwatch made two recommendations. It recommended that the practice review concerns about the appointment booking system and maximise the promotion of online appointment booking to reduce pressure on telephone lines. It also recommended that patients be provided with clearer information about the branch surgery's opening hours. 

In response, the practice manager stated that online booking was already available and that efforts were underway to increase awareness of this service at both surgery sites. The practice also confirmed that opening hours were now being displayed more prominently in the waiting area and on the surgery windows.