Enter and view: Lower Stondon Surgery, Central Bedfordshire

Healthwatch Central Bedfordshire produced this Enter and view report following a visit to Lower Stondon Surgery on 13th August 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.

Healthwatch Central Bedfordshire recommends that as part of their regular training, all staff, clinical and administrative, should have additional training to ensure that they fully understand both the Complaints Policy and the Complaints Procedure. HWCB would also recommend that staff training is reviewed to ensure all staff are able to take up the training offered and to be aware of staff suggestions for training requirements. HWCB recommends that, as the Practice refers to a Newsletter, Twitter account and Facebook page, that these be updated on a regular basis to ensure they are current. 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 Thank you for your report following your visit to the surgery on 13th August 2015 The report has been passed to all staff in the practice, both clinical and non-clinical for their comments. We have considered the contents of the report and feel we need to comment on a few statements in it. The report states that complaints information is not displayed. The waiting room has a fully stocked supply of the complaints procedure. There is also information regarding the complaints procedure on the noticeboard by the dispensary. You state names and photographs of GP’s were not displayed; the sign in the entrance lobby has now been reprinted with the names of all the doctors. The GP’s are not happy to have their photographs displayed on the board. You also state breastfeeding and baby changing facilities were not apparent. On the patients toilet there is a large sign that says baby changing facilities. At the time of the visit you correctly say no breastfeeding facilities were apparent. We will put a sign up to alert patients to the fact they can request this. I would also point out that staff training is reviewed regularly and staff are always encouraged to take up any training that is available. Unfortunately there is a huge lack of training opportunities for administration staff in General Practice and the majority of training has to be sourced independently and is extremely costly for which no funding is available. There is however a limited amount of training available on line and the staff are always given time during their working hours to partake in this.