Enter and view: Berwick Surgery (follow-up visit)

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Summary of report content

Healthwatch Havering conducted an Enter and View visit to Berwick Surgery in October 2017. This was the second visit to this premises, due to concerns about the adequacy of the building arising from the original Enter and View report in 2016, as well as the Care Quality Commission (CQC) who subsequently rated the service ‘inadequate’. An Enter and View team returned to Berwick Surgery and made observations regarding the premises, facilities, accessibility, décor, booking-in system, interaction between staff and patients, provision of information for those with communication impairments, complaints policy and staff training records. The team spoke with the Practice Manager, a patient and a member of the Patient Participation Group (PPG). The report notes many positive observations and there is clear evidence of impact from the original Enter and View report. Further recommendations are made regarding the clarity of signage, accessibility of assistance bells, staff training records and the provision of information about out-of-hours help.

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General details

Report title 
Enter and view: Berwick Surgery (follow-up visit)
Local Healthwatch 
Healthwatch Havering
Date of publication 
Wednesday, 25 October, 2017
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Cleanliness hygiene and infection control
Health and safety
Information providing
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
Unstructured Interview
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 of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
Types of health and care professionals engaged 
Service manager
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? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
What type of impact was determined? 
Implied Impact

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.