Enter and View Report: Sir Bobby Robson House

Report - 24 October 2018

Our report looks at the findings from when our authorised representatives visited Sir Bobby Robson House at Langley Park Surgery.

At this surgery two of our authorised representatives and carried out 14 individual conversations with patients and staff, using a set of appreciative questions to give people the opportunity to describe good practice they had experienced or seen- seven surveys were completed prior to the visit.

A representative observed activity and spoke to people during our four hour visit, to collect their own independent impressions of the practice and its services, which they recorded during and after the visit. A private space was available if patients felt the need to talk in confidence to us.

Recommendations

One of the most conveyed messages from the patients on the day, was how happy they were with the staff. The patients very much valued and appreciated the good relationships and service they receive at the surgery.
Patients felt that there is a good balance of professionalism and friendliness between staff and patients and that they are listened to. Staff behaviours and culture is clearly to be celebrated and retained here
There were lots of positive aspects observed with regard to the layout of the surgery such as the good access, airiness and friendly atmosphere
There was a good amount of information and publicity displayed and this was clearly very well managed and in order. Retaining the clearly defined themed areas of information makes it easier for users to access information on particular areas of health and support
Making sure safety aspects such as shutters unlocked, should be considered
Patients told us that they were happy with the physical space and how important the location of the surgery was, and were satisfied that onsite parking was sufficient
Being able to make an appropriate appointment was a priority for patients and although some indicated that making more appointments available would help, patients generally said that you could get an appointment quickly and that this system worked well for them