Enter and view: Holycroft Surgery, Bradford
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Healthwatch Bradford and District conducted an Enter and View visit to Holycroft Surgery on 1 September 2014. The team spoke with management staff, front line staff and patients and carers during their visit. General observations from the team about the GP practice also informed the report.
The practice’s waiting room was considered to be accessible and presentable. There was, however, some concern about where patients queue for the reception desk. The visit included finding out more information about the registration process. The team found that patients are required to present two forms of identification but did have a process to register patients temporarily. The team were informed that the practice has an active Patient Participation Group and offers adjustments for patients with additional requirements. The practice has introduced a video interpreting service for patients speaking different languages. The practice offers Annual Health Checks to patients with long term conditions and patients with learning disabilities.
Speaking to 18 patients and carers, they felt that the information the practice provided was good and the staff were generally helpful. However, some issues with booking appointments were raised. Feedback identified that there were language barriers when booking appointments over telephone. Others found it difficult to get an appointment at a time that suits them and did not feel comfortable disclosing the reason for their appointment to reception staff.
Overall, the team were impressed with the service provided by the practice. They recommended that the practice continues their work with local organisation and groups promoting the take up of annual health checks. They also suggested that the practice reviewed the language needs of the community and improve experience of patients accessing the interpreting service. Continued monitoring and reviewing of the booking system was recommended.
The report did not include a response from the service provider.