Enter and view: Dr Mahbub's Surgery

Healthwatch Walsall carried out an announced Enter and View visit to Dr Mahbub, Brace Street Health Centre on 3 November 2025 to understand how the service is delivered and how patients experience it. The visit also contributed to a wider project exploring access to mental health services via GP practices, particularly for people from minority and diverse communities.

Overall, the practice was found to be clean, well maintained and clearly signposted, with automatic doors, a waiting area seating around 20 patients, and an off‑road car park for approximately 15 vehicles. Patient information, including NHS advice, Patient Participation Group information, and a suggestion box, was clearly displayed, and the complaints procedure was visible within the waiting area.

Reception staff were observed to greet patients politely, confirm appointment details, and answer telephone calls promptly. However, limited privacy at the reception desk was noted because patient seating is located close to the counter. Despite this, overall staff interaction was described as attentive and helpful.

The practice provides services outlined on its website and is supported by a multidisciplinary team, including one GP, locum GPs, nurses, pharmacists, paramedics, a social prescriber, a care coordinator, reception staff, and a practice manager. The practice also uses an extended healthcare team, although space constraints can limit delivery of some services. The manager identified space as the main operational challenge and expressed a desire to expand in the future. 

Eleven patients were interviewed during the visit, all of whom had accessed the surgery recently and had been registered with the practice for over ten years. Most patients contacted the practice by telephone, with others using online systems, apps, or face‑to‑face communication. Most patients felt listened to by clinicians and spoke positively about GP care, describing staff as caring, helpful, and kind. However, some patients reported difficulties with waiting times and booking appointments, and several expressed frustration at not being able to see the same GP consistently. 

While most patients reported no significant barriers to accessing care, a minority highlighted long waiting times and appointment availability as ongoing concerns. Communication about changes at the surgery was mainly delivered by phone, text, or email. Most patients understood how to ask questions about their care, but some were unsure how to raise a complaint. 

The Practice Manager reported that the surgery serves approximately 3,400 patients and uses a total triage model with online, telephone, and face‑to‑face options. Interpretation services are provided through Global Translation Services, with additional in‑house language support and a hearing loop available. The practice uses surveys such as the Friends and Family Test to gather feedback and has an active Patient Participation Group that meets quarterly. 

Healthwatch Walsall made several recommendations, including improving use of space where possible, increasing patient awareness of extra GP appointments, reviewing the repeat prescription process, and ensuring patient communication routes are effective. The Practice Manager welcomed the findings, acknowledged the positive feedback, and committed to addressing areas for improvement.