Enter and view: Larksfield Surgery, Central Bedfordshire
Download (PDF 424.15 KB)Summary of report content
Healthwatch Central Bedfordshire produced this Enter and view report following a visit to Larksfield surgery on the 29th July 2015. The visit formed part of a series of visits with the following aims:
- to engage with patients of GP Practices and understand how dignity is being respected
- identify examples of good working practice
- observe patients engaging with staff (clinical and non-clinical), and their surroundings.
The three HWCB authorised representatives made the following recommendations:
HWCB recommends that, in relation to the Practice Complaints Policy and Procedure
- Clear signposting of ‘How to make a complaint’ is displayed in the waiting areas and on the website
- The actual Complaints Procedure should be detailed on the website;
- All practice staff should be given refresher training on the Complaints Policy and on the Complaints Procedure. HWCB would further recommend that the Practice works with the PPG to inform the wider cohort of patients about their difficulties and constraints due to lack of successful recruitment etc. This could be via the Practice Newsletter, website or similar. The Practice is currently not recording ‘Did Not Attend’ (DNA) figures. HWCB representatives were advised that these were last collected in 2012 when the figure shown was 3.68%. HWCB strongly recommends that this data continues to be collected and is displayed in the waiting areas to clearly inform patients of the effect this has on appointment availability. Finally, Healthwatch Central Bedfordshire recommends that this report is shared with the patients and staff (clinical and non-clinical) of the Practice and to advise that if they should wish to contribute any additional comments about the report, to contact Healthwatch Central Bedfordshire direct.
Service Provider response No Provider Response received. HWCB – 10.12.15