In September 2017, we went to Chiltern House Medical Centre to carry out an Enter and View visit. These visits are part of the local Healthwatch programme and involve visiting health and social care services to find out how they are being run and make recommendations where there are areas for improvement.
What we did
We visited both the surgeries run by the centre – Temple End and Dragon Cottage – covering
morning, afternoon and evening sessions. We talked to 22 people and asked them a number of questions about the surgeries. We also spent time observing what went on.
One of our three priority areas in 2016-17 is primary care. We received
concerning feedback via our website from members of the public about the surgery at Dragon
Cottage. We also knew that the Care Quality Commission had visited the practice more than
once and rated its performance as inadequate. We know that the practice has been working
hard to improve its performance.
What did we discover?
We heard a range of opinions and individual examples during our conversations which can be found in the main report. Overall, there was a general feeling that things were improving but we did make some recommendations that included:
- The surgery shares with its staff that the improvements that they are making are being
noticed and appreciated by patients
- The surgery works with the Patient Participation Group to improve patient feedback about booking appointments
- The Dragon Cottage surgery ensures that music is used consistently to ensure patient privacy throughout the day
- The surgery continues to work with the Patient Participation Group and use mechanisms such as the Friends and Family test as well as its own “Improving our Practice Questionnaire” to understand what patients think about the services it provides and the improvements it is making.