Enter and view: Essex House 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 Essex House Surgery on 21/12/2015. The key findings highlighted areas in relation to patient feedback, staff feedback and observation. The report informs overall, patients we spoke to reported being very satisfied with the practice, patients described themselves as being ‘very impressed’ and the practice as ‘excellent’. One patient told us they would recommend the practice to family and friends because ‘GPs are empathetic and take time to listen to patients and are also very knowledgeable’. Healthwatch Richmond recommended that the surgery urgently looks into the lift malfunction to avoid any further incidents. Healthwatch Richmond also recommend that the surgery look into including visual information to inform patients that they are being called or to inform staff when hard of hearing patients are called for an appointment.

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General details

Report title 
Enter and view: Essex House Surgery
Local Healthwatch 
Healthwatch Essex
Date of publication 
Monday, 21 December, 2015
Date evidence capture began 
Monday, 21 December, 2015
Date evidence capture finished 
Monday, 21 December, 2015
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Information providing
Quality of staffing
Quality of treatment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Other (please specify)
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 
All care professionals
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? 
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.