Enter and view: Colne Road Surgery
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Healthwatch Lancashire undertook an Enter and View visit to Colne Road Surgery on 29 November 2023. They spoke to 6 patients and 6 staff.
Healthwatch Lancashire Representatives viewed facilities that were available. This included the waiting areas, reception office and clinical rooms.
At the time of the visit, the following surgery staff were present; Practice Manager, Assistant Practice Manager, one GP, five Care Navigators, one Practice Nurse and a PPG member.
Several members of the staff team commented that it was not always easy to discuss patient’s needs due to language barriers. The practice makes use of staff who speak some other languages, interpreters and facilities such as Language Line. It was explained that the management team were in the process of exploring alternative methods for translation with patients to simplify the process of communicating, through the use of tablets at the surgery to facilitate communication between staff and patients.
Feedback from patients was, overall, positive with several patient responses complimenting the quality of care and the attitude of staff.
The report contains seven recommendations about appointments, translation and interpreting services, signage, self check in systems and information to patients.