Enter and view: Broad Lane Surgery

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Summary of report content

Healthwatch 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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General details

Report title 
Enter and view: Broad Lane Surgery
Local Healthwatch 
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
Key themes 
Communication between staff and patients
Information providing
Quality of staffing
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? 
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 
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 
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? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

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.