Enter and View: Newport Pagnell Medical Centre (December 2024)

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Summary of report content

Healthwatch Milton Keynes conducted an Enter and View visit to Newport Pagnell Medical Centre on 3rd December 2024. The aim was to gather patient feedback on their experiences and assess service provision. Representatives engaged with 31 patients.

  • Key Findings:
    • The online system and phone line were often difficult to navigate, leading many patients to visit the practice in person for appointments.
    • There were concerns about privacy due to the lack of screening at reception.
    • Some patients felt the triage process by non-clinical staff was intrusive.
  • Recommendations:
    • Increase staff during peak times to improve phone accessibility.
    • Provide clearer messaging regarding the online booking system and its downtime.
    • Offer tech support and training sessions for patients to improve use of online services.
    • Educate patients about the necessity of telephone triage by non-clinical staff.

Service Provider response:

  • The practice is addressing peak demand by evaluating staffing levels and providing clearer communication about online system availability. The Patient Participation Group (PPG) will help with promoting online services and offering tech support.

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General details

Local Healthwatch
Healthwatch Milton Keynes
Publication date
Key themes
Cleanliness, Hygiene and Infection Control
Food, nutrition and catering

Methodology and approach

Primary research method used
General feedback
If an Enter and View methodology was applied, was the visit announced or unannounced?
Announced

Details of health and care services included in the report

Details of health and care services included in the report
General Practice (GP)

Details of people who shared their views

Number of people who shared their views
31
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