Enter and view: Chase Cross Surgery

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Summary of report content

Healthwatch Havering conducted an announced Enter and View Visit to Chase Cross Surgery on 16 January 2018 as part of a programme of work to visit all Health and Social Care facilities in the Borough. The report provides a thorough review of the GP Practice, from the external appearance, car parking and patient drop off areas, the appointment and reception processes, the annual health checks for patients with learning disabilities, and a description of how prescriptions, complaints and home visits are managed. The report also notes that the practice has a Patient Participation Group. The report discusses the issues around patient records that staff experienced when taking on a large number of patients following the closure of a nearby practice, and highlights the processes that have been put in place to avoid these problems in future. The report states that the practice is run on traditional lines, where most patients are known well and receive a personal service. It also notes that, as with several other practices in the area, there is uncertainty around the future of the practice should the current GPs wish to retire. Three recommendations were made which covered the telephone system, text reminders and consideration of a Hearing loop being made available.

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General details

Report title 
Enter and view: Chase Cross Surgery
Local Healthwatch 
Healthwatch Havering
Date of publication 
Tuesday, 16 January, 2018
Date evidence capture began 
Tuesday, 16 January, 2018
Date evidence capture finished 
Tuesday, 16 January, 2018
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Car parking access
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Consent to care and treatment
Continuity of care
Health and safety
Health inequalities
Health promotion
Health protection
Holistic support
Information providing
Patient records
Quality of appointment
Quality of care
Quality of staffing
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
Other information of note about this report 
Good Practice
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
If this work has been done in partnership, who is the partner? 
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? 

Details of health and care services included in the report

Primary care services 
GP practice

Details about conditions and diseases

Types of disabilities 
Learning or understanding or concentrating
Types of long term conditions 
Deafness or severe hearing impairment
Learning disability
What type of pregnancy or maternity themes are included in the report 

Details of people who shared their views

Number of people who shared their views 
Age group 
Does the information include public's views? 
Does the information include carer's, friend's or relative'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? 
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.