Enter and View: Houghton Regis Medical Centre

Healthwatch Central Bedfordshire undertook an announced enter and view visit to Houghton Regis Medical Centre.  The purpose of the visit was to gain insight into the experiences of both patients and staff, to assess the surgery environment, its service provision and to identify recommendations for improvement.

Houghton Regis Medical Centre is supported by a dedicated team committed to delivering essential healthcare services to the community. However, significant challenges, including an outdated building, inefficiencies in the appointment system, and communication gaps, are negatively affecting patient experience. 

Addressing these issues, particularly the appointment system and building infrastructure, should be a high priority to enhance service delivery and patient satisfaction. 

While efforts have been made to improve access through extended hours and Saturday clinics, ongoing difficulties in securing appointments, such as prolonged telephone wait times and the underutilisation of the eConsult facility, suggest that further action is required. These barriers may deter patients from seeking timely care, potentially increasing demand for urgent appointments. 

Enhancing the e-Consult service should focus on resolving technical issues that hinder patient access and improving communication to raise awareness of this option. Clearer guidance on the surgery’s website, along with prominent in-practice signage and patient education initiatives, could help maximise the effectiveness of this service.

The report contains 14 recommendations on the building, décor and facilities, signage, record keeping, booking appointments, staffing levels and online triage systems.