Enter and view: North Street Surgery, Bradford

Healthwatch Bradford conducted an Enter and View visit to North Street Surgery on 12 August 2014. The team spoke with 9 people, including the Practice Manager, staff and residents and carers, during the visit. The team recorded feedback and observations about sustainability and access to the building, repeat prescriptions, access to appointments, staff training, and person-centred care.

The practice has some adaptions for people with mobility requirements. However, these patients were required to enter the building through a separate entrance to access some of the rooms. The team noted poor signage in the waiting area for disabled access. Patients find booking appointments an issue, particularly ones for the same day, and would result to using A&E for urgent treatment. The team heard positive examples of person-centred care from staff in which patient needs are accommodated with tailored care. The staff at the surgery speak multiple languages which the team found useful for language interpretation. However, patients feel there is a lack of continuity of care because they are not able to see the same doctor.

The team recommended that the practice continue to review and implement best practice on access to appointments, but also, to consider the building accessibility; change the height of the self-check in screen, lower the reception desk, improve signs directing patient towards disabled access. In addition, they suggested a children’s play area in the waiting area, to liaise with local learning disability advocacy groups to raise awareness for annual health checks and increase training opportunities on awareness of people’s needs.

No response from the service provider was included in the report.