Summary of report contentHealthwatch Richmond gather information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch Richmond to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections. Healthwatch Richmond visited Broad Lane Surgery on Thursday 12th October and Tuesday 13th October 2015. The key findings highlighted areas in relation to patient feedback, staff feedback and observation. The report contains 4 recommendations. Healthwatch Richmond recommended that practice staff should wear name badges to identify them. Healthwatch Richmond encourage the practice to consider the small number of negative experiences relating to staff attitude and to consider the cause and any appropriate action. Healthwatch Richmond noted discrepancies between the GPs listed on NHS Choices and those actually at the practice. The practice should be commended on their ability to communicate with 25% of their patient’s as Healthwatch Richmond have found that this is something that many practices struggle with. Healthwatch Richmond would welcome further information about how this is achieved so that we can share this good practice.
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Enter and view: Broad Lane Surgery
Healthwatch Richmond upon Thames
Date of publication
Monday, 21 December, 2015
Date evidence capture began
Monday, 12 October, 2015
Date evidence capture finished
Tuesday, 13 October, 2015
Type of report
Enter and view
Communication between staff and patients
Quality of staffing
Healthwatch reference number
Was the work undertaken at the request of another organisation?
What type of organisation requested the work
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?
Primary care services
Number of people who shared their views
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
Does the information include other people's views?
What was the main sentiment of the people who shared their views?
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?