Enter and view: Barton House Group Practice

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Summary of report content

Healthwatch Hackney conducted an Enter and View visit to a General Practice, called Barton House, in December 2018. The Enter and View representatives observed that: the internal environment was well spaced out and there was good signage throughout the building; facilities were clean and accessible; and the car park is not suitable for patients with mobility issues being dropped off at the practice. There was a lack of information for accessible information and the complaints procedure. Patients commented that: they were happy with the treatment they received but found to difficult to book appointment online and over the phone. Patients were unaware of the Patient Participation Group (PPG) and how to make a complaint. The following recommendations were made by Healthwatch Hackney and included: The appointments system needs to be kept under continual review and improvements made to ensure that patients who are unable or do not wish to book online are not disadvantaged; Practice should take steps to ensure patients do not feel rushed during consultations so patients can fully express their needs and concerns; The practice may consider reviewing its current 5 minute appointment time and offer a longer consultation time to those who need it, for example to discuss more than one symptom; Patient Participation Group information should be displayed more visibly to ensure those patients who are not using practice’s website are also aware of the group; The Complaints procedure should be visibly displayed in the waiting area and the leaflet updated with the current practice manager’s details and the Independent NHS Complaints Advocacy service; and The Complaints form should be made available in the public waiting area and prominently on the website along with information on the local Independent NHS Complaints Advocacy service confidentiality and independence of patients concerns and complaints) along with information. The service provider responded well and put together an action plan to be implemented in order to address these recommendations.

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General details

Report title 
Enter and view: Barton House Group Practice
Local Healthwatch 
Healthwatch Hackney
Date of publication 
Monday, 28 January, 2019
Date evidence capture began 
Tuesday, 18 December, 2018
Date evidence capture finished 
Tuesday, 18 December, 2018
Type of report 
Enter and view
Key themes 
Access
Booking appointments
Communication between staff and patients
Complaints procedure
Information providing
Service delivery organisation and staffing
Staff attitudes
Healthwatch reference number 
Rep-4403

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
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? 
Announced

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 
16
Age group 
All people 18 and over
Gender 
All
Ethnicity 
All
Specific ethnicity if known 
All
Sexual orientation 
NA
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
No
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
All care professionals
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? 
No
What type of impact was determined? 
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.