Enter and view: Allerton Road Medical Centre

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Summary of report content

Healthwatch Hackney conducted an Enter and View visit to Allerton Road Medical Centre, on 31/07/2017, following comments from service users received during routine comment collections across various health venues in Hackney which suggested that a visit would contribute to service improvement. The Healthwatch Hackney Authorised Representatives found that most patients reported that dealing with reception staff was easy; they are polite and helpful and felt listened to and respected by their Doctors. However, some patients mentioned experiencing differences in treatment by locum GPs and felt it was difficult to see their preferred GP. While patients reported dissatisfaction with the long wait for non-emergency appointments, most were happy with the easy access to emergency appointments. Some patients commented that they would say they needed an emergency appointment to ensure they were seen in a reasonable time. The report makes 11 recommendations including the Practice considering taking steps to address some of the patient reported inconsistencies in treatment from different GPs and that patient focused training be provided for all clinical staff in the practice to improve consistency and quality of the care that patients receive from practitioners. The report also suggested that the practice considers reviewing its telephone appointment system and introducing an extra line for better patient access to the service. The Practice provided a thorough response outlining practices that were already in place to address some of the concerns, and have provided an action plan to address others including pending changes to the telephone system, and changes to the staff rota to enable more staff to answer phones at peak time.

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General details

Report title 
Enter and view: Allerton Road Medical Centre
Local Healthwatch 
Healthwatch Hackney
Date of publication 
Monday, 31 July, 2017
Date evidence capture began 
Monday, 31 July, 2017
Date evidence capture finished 
Monday, 31 July, 2017
Type of report 
Enter and view
Key themes 
Access
Administration
Booking appointments
Building and facilities
Communication between staff and patients
Complaints procedure
Continuity of care
Decor
Diagnosis
Engagement
Health promotion
Health protection
Information providing
Interpreters
Quality of care
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Healthwatch reference number 
Rep-6904

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
Primary research method used 
Observation
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Not Known

Details of health and care services included in the report

Primary care services 
GP practice

Details about conditions and diseases

Types of disabilities 
N/A
What type of pregnancy or maternity themes are included in the report 
N/A

Details of people who shared their views

Number of people who shared their views 
19
Age group 
Not known
Gender 
All
Ethnicity 
Mixed / multiple ethnic groups
Sexual orientation 
Not known
Does the information include public's views? 
No
Does the information include carer's, friend's or relative's views? 
Yes
Does the information include staff's views? 
No
Types of health and care professionals engaged 
Service manager
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Yes
Is there evidence of impact external to the report? 
Yes
What type of impact was determined? 
Implied Impact
Tangible Impact (cost related)
Tangible impact (not cost related)

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.