Enter and view: Sir Bobby Robson House

Healthwatch County Durham carried out an enter and view visit to Sir Bobby Robson House Surgery in Langley Park on 10 July 2018 to gather independent patient feedback and identify examples of good practice. During the visit, Healthwatch carried out 14 individual conversations with patients and staff and received seven completed surveys before the visit, providing feedback from 21 participants in total. 

Patients were overwhelmingly positive about the surgery and frequently praised the professionalism, friendliness and empathy of staff. Many said they felt listened to, treated with dignity and supported by reception staff, nurses and doctors. Patients particularly valued the caring approach of staff, the good relationships they had built with them and the feeling that staff genuinely cared about their wellbeing. 

The appointment system was also viewed positively, with many patients reporting that they could obtain appointments quickly and at short notice when needed. Healthwatch observed a clean, bright and welcoming environment with good accessibility, clear signage, comfortable seating and positive interactions between staff and patients. Patients appreciated the convenient location of the surgery, online services, onsite parking and the supportive atmosphere within the practice. 

Healthwatch concluded that Sir Bobby Robson House Surgery provided a highly valued patient-centred service. Recommendations focused on maintaining the positive staff culture, preserving the friendly and professional relationships between staff and patients, continuing to provide accessible appointment systems, and addressing minor concerns raised by some patients regarding appointment availability, car parking and reception facilities.