Enter and view: Oliver Street Surgery
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Healthwatch Central Bedfordshire undertook an announced enter and view visit to Oliver Street Surgery on 24 October 2024 in response to an increasing number of patient complaints over the last several months, indicating potential issues in service quality and accessibility. They spoke to 8 patients and 6 staff members.
Oliver Street Surgery operates as a branch of the Lea Vale Medical Group, a healthcare provider known for its high standards across multiple locations in Luton and Ampthill, serving approximately 45,000 patients in total. The group has a CQC Outstanding rating, the only medical group in Bedfordshire to receive this recognition.
Oliver Street Surgery is situated in an NHS building that is jointly shared with another GP Practice, which presents some logistical challenges, particularly with parking. The surgery is also located across the road from another GP surgery, creating high demand for parking spaces in the area, which are already limited due to the shared nature of the premises. There was ample bicycle parking, however only one designated disabled parking space was identified, which could pose challenges for patients with mobility issues.
Inside, the surgery is well-maintained, with a welcoming waiting room that has a clean, organised, and comfortable atmosphere. The decor is appropriate, creating an inviting space that is well-suited to the needs of patients. The waiting area offers various seating options to accommodate all patients, including suitable chairs for elderly patients and space to accommodate pushchairs and wheelchairs. Toilets within the surgery are easy to locate, clean, and accessible, ensuring a positive experience for all patients. There is also a designated area for breastfeeding, providing additional privacy for nursing mothers, which supports the surgery's aim to be inclusive and accommodating for all patient needs.
The check-in process at Oliver Street Surgery is clear and efficient. Patients expressed appreciation for the professionalism and courteous nature of the reception staff, describing them as “polite, kind, and patient”. Staff members are easily identifiable by their name badges.
Hand sanitiser stations are available for use, promoting a hygienic environment for patients and staff alike. The surgery has adopted a practice whereby clinicians personally collect patients from the waiting room and escort them to their consultation rooms. Patients felt valued and respected through this one-on-one interaction with their clinicians.
Additionally, the surgery itself is single-story, with no stairs or lifts, and is fully accessible for individuals with disabilities, ensuring a patient-friendly layout that accommodates those with limited mobility.
The waiting area is equipped with amenities to enhance the overall patient experience. Reading materials, including magazines and leaflets, are available alongside a selection of children’s books, creating a family-friendly environment. Good lighting and comfortable seating contribute to an inviting and positive atmosphere. A television screen provides useful information regarding the services offered at the surgery, as well as broader NHS health guidance, keeping patients informed while they wait. Healthwatch leaflets and posters are prominently displayed, ensuring that patients are aware of how to provide feedback and engage with local health oversight organisations. Additionally, translation services are available, with leaflets provided in multiple languages to accommodate non-English-speaking patients.
Patients are provided with access to water and tissues in the waiting area. The surgery’s opening times are displayed on the television screen, making it easy for patients to verify the hours of operation. A ‘suggestions box’ is available for additional feedback, encouraging patients to share their views. However, information about the complaints procedure is not displayed. Feedback from three patients indicated they were unaware of how to make a formal complaint, suggesting that this area could benefit from clearer signage or information in the waiting area.
The surgery currently has two different signs that direct patients to alternative entrance points. This setup, while originally implemented during the COVID-19 pandemic to manage foot traffic, has since been discontinued but remains in place. As a result, patients may find these signs confusing. The Practice Manager confirmed there are plans to remove these signs to streamline navigation and reduce any potential confusion for patients visiting the surgery.
Oliver Street Surgery has a total of six GPs working at this branch, alongside two Practice Nurses, two Minor Illness Nurses, two Nurse Prescribers, and two Healthcare Assistants. Additionally, five reception staff members support the branch. The surgery serves a patient population of 9,682, reflecting its role as a busy community practice within the Lea Vale Medical Group.
The surgery also monitors its ‘Did Not Attend’ (DNA) rates, with an average of 6% of appointments missed per week. Phone lines are operational from 8:00 am to 6:30 pm, providing patients with convenient access to booking services.
Oliver Street Surgery offers a range of specialist clinics and services to meet diverse patient needs. These services include Phlebotomy, Immunisation, longterm condition clinics, Community Gynaecology, extended hours access, Doppler Assessments, Spirometry, Cancer Care Coordination, Physiotherapy, and other specialist clinics. This breadth of services reflects the surgery’s commitment to providing comprehensive healthcare that addresses the varied needs of its patient population