Enter and view: Crane Park 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 Crane Park Surgery on Monday October 12th. The key findings highlighted areas in relation to patient feedback, staff feedback and observation. Crane Park Surgery was highly valued by its patients who felt that they received a personal service from the practice. Dr Sinha was clearly well respected by the patients. The Practice Nurse and receptionist were also highly valued. All of the patients that Healthwatch Richmond spoke to provided positive feedback and praise for the staff at the practice. One person told Healthwatch Richmond that “Doctors and receptionists were very helpful”, another described clinical staff as being friendly and respectful. Healthwatch Richmond received relatively little feedback about the part time doctors, who were not working on the day of our visit. Patients that Healthwatch Richmond spoke to seemed happy with the care that they received from clinicians and with the service received from non-clinical staff. The interactions that we witnessed between staff and patients were friendly and caring. Several patients who had recently switched practices compared Crane Park Surgery favourably with other practices that they had visited. Some patients had made or received personal recommendations about the practice. The practice benefits from an accessible, purpose built environment that is well appointed and appropriate for its purpose. Our visitors in the morning found that there were relatively few patients to speak with, Healthwatch Richmond were told that this was due to a number of appointments being held for emergencies. The afternoon seemed busy and there were a large number of patients and families present including a number of people for whom English was not their first language. The practice would benefit from improving communication to patients about the other services that are available to them such as out of hours care and urgent care available via NHS 111. This would reduce the demand on both the practice and on A&E. The report contains 4 recommendations.

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General details

Report title 
Enter and view: Crane Park 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 
Monday, 12 October, 2015
Type of report 
Enter and view
Key themes 
Booking appointments
Public involvement
Waiting times and lists for treatment
Healthwatch reference number 

Methodology and approach

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? 
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.