Enter and view: Abbey Wood Surgery

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Summary of report content

Healthwatch Greenwich conducted an announced enter and view visit to Abbey Wood Surgery, on 27 June 2017, as part of their scheduled visits to health and social care services to observe service delivery, talk to service users and make recommendations where needed. Abbey Wood Surgery is a well-established GP practice with the latest CQC report of ‘Good’. The representatives prepared a questionnaire and, on their visit, collected feedback from 12 individuals. HW found the surgery to be clean with a good size waiting room but with a somewhat tired décor. There were ramps and level access available with an electronic check in available (but it was not working at the time of the visit). The reception area offered some level of privacy but not much as there were two windows next to each other to talk to the receptionist from. The reception staff was welcoming and very attentive. There was a suggestion box for feedback from the patients and a poster about the surgery’s PPG. Most people were happy with the online booking system, especially the app was considered very good, but it wasn’t advertised enough. Overall, the feedback about the surgery was ‘Good’ to ‘Excellent’ with patients feeling involved and informed in their care. HW Greenwich made a few recommendations some of which were as follows: Advertise online appointment booking system in the waiting area and on the screen available; show waiting times for appointments in the waiting area or notify patients when the check-in at reception to manage expectations; it would be good to display the names (possibly including photos) of staff at the surgery; information about translation services and information being available in other formats should be displayed; keep all information displayed current, up to date and neat; it would be good to introduce a ‘you said, we did’ display to show what impact the comments left by patients and the work of the PPG. The service provider responded to the recommendations taking on board some (looking into purchasing a hearing loop), but otherwise explaining the rationale behind not implementing the rest as they already do it or it wasn’t feasible.

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General details

Report title 
Enter and view: Abbey Wood Surgery
Local Healthwatch 
Healthwatch Greenwich
Date of publication 
Tuesday, 27 June, 2017
Date evidence capture began 
Tuesday, 27 June, 2017
Date evidence capture finished 
Tuesday, 27 June, 2017
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Communication between staff and patients
Complaints procedure
Continuity of care
Quality of appointment
Quality of treatment
Staff attitudes
Staff levels
Staff training
Waiting time to be seen once arrived at appointment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Primary care services 
GP practice

Details of people who shared their views

Number of people who shared their views 
Age group 
Specific ethnicity if known 
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Yes but provider disagrees

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.