Enter and view: Brigstock and South Norwood Partnership

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Summary of report content

Healthwatch Croydon conducted an announced Enter and View visit, in order to capture the views and experiences of patients, family members/friends and staff. Healthwatch Croydon visited Brigstock and South Norwood Partnership on 10/12/2019. Brigstock and South Norwood Partnership merged in 2007 with a combined list of 17,000 patients. It is now a training practice for GPs and physicians. The findings within the report highlight the implementation of the Doctors First telephone system has improved patient’s access to appointments. Overall, positive feedback was received from patients regarding the appointment booking system and interaction from staff. Internally, the overall impression is that the Practice invests in supporting staff in training and development, which is evident from the Investors in People accreditation. This report contains 5 recommendation in relation to patient information.

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General details

Report title 
Enter and view: Brigstock and South Norwood Partnership
Local Healthwatch 
Healthwatch Croydon
Date of publication 
Tuesday, 10 December, 2019
Date evidence capture began 
Tuesday, 10 December, 2019
Date evidence capture finished 
Tuesday, 10 December, 2019
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Staff attitudes
Staff levels
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Primary research method used 
Structured interview
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 
Not known
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? 
Does the information include staff's views? 
Types of health and care professionals engaged 
Service manager
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 action has been taken or promised
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.