Dr Bhima Surgery, Rochdale - Enter & View Report - 6 month update

Six months on, the practice has engaged positively with our findings and has worked to make meaningful improvements. These changes have strengthened how patients access services, improved communication between staff and patients, and enhanced the overall experience of care. It is encouraging to see the impact of these developments, with clear progress being made in addressing the issues originally identified and delivering improvements that are making a real difference for patients.

We said: Add a call back option to the telephone system
The Practice did: A call-back function is in place during busy periods, helping manage demand and reduce waiting times.

We said: Implement online booking system
The Practice did: Patients can now book appointments online via the NHS App and access video consultations during core hours.

We said: Add more information on the notice boards throughout the waiting area
The Practice did: Notice boards have been updated and a monthly board introduced to improve awareness and information.

We said: Receptionist to have noise cancelling system in place, so waiting patients don’t hear their conversation
The Practice did: A dedicated receptionist and access to a private room means patients can speak confidentially when needed.

We said: Improve patient choice by increasing the availability of both Female and Male doctors
The Practice did: The practice offers strong access to both male and female clinicians, exceeds NHS appointment targets, and provides additional GP support when needed.

We said: Enhance access to care by offering out-of-hours appointments more frequently and extending availability later in the evening
The Practice did: Patients can access extended evening appointments and out-of-hours support through the PCN, including home visits and NHS 111.

Overall, these improvements demonstrate the positive impact that Healthwatch Rochdale has had in supporting service development at the practice. Through our Enter and View visit and subsequent statutory recommendations, we have helped highlight key areas for improvement based on patient experience. It is clear that the practice has taken this feedback seriously and used it to make meaningful changes that have enhanced access, strengthened communication, and improved the overall quality of care. This reflects the value of listening to patient voices and shows how constructive engagement between Healthwatch and local services can lead to real, measurable improvements for patients.