GP Enter and View Report - Boundary House Medical Centre March 2026

The visit took place between 10:00 am and 2:00 pm, and our authorised representatives engaged with patients and staff directly during the visit. We received 1654 responses to our patient questionnaire and 67 responses to our carer questionnaire, and we also surveyed staff, receiving 11 responses to the practitioner questionnaire and 12 responses to the receptionist questionnaire.

The purpose of the visit was to gather first-hand insights into patient experience and accessibility at the practice, focusing on areas such as general impressions of the service, dignity and respect, equality, diversity and inclusion, and how effectively the practice supports its community.

Some key recommendations are listed below:

• Improve the accessibility of the building by installing doors which are easier to open (e.g., automatic doors) and making signage clearer.
• Offer digital inclusion training to support patients and increase their confidence, particularly those who struggle with the new online booking system.
• Adopt a ‘You Said, We Did’ patient experience model to ensure patient feedback is utilised.
• Ensure that patients are always told about their test results, even if the results do not require any further action. Detailed patient feedback around this issue is given in the ‘Communication’ section of this report.
• Install a hearing loop, fix the self-check-in machine, and ensure the screen to call patients from the waiting area is working.
• Explore options to ensure that wheelchairs can more easily move around the practice, such as a designated wheelchair space in the waiting area and a lowered reception desk.

For more detailed findings, you can access the full version of the report along with a summary  below.