Enter and view: Extended Access Hubs

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Summary of report content

Healthwatch Waltham Forest conducted Enter and View visits to the local Extended Access Hubs. The visit was carried out after Healthwatch Waltham Forest was commissioned to deliver an Urgent Care Patient Engagement project to review service users' experiences. Feedback was gathered through observation and surveys, from staff, service users and families.

Findings included:

  • The service was very responsive. Patients were able to access good quality care and treatment easily and quickly and were given the option to make an appointment to see an out of hours GP or nurse directly themselves, or for one to be made for them. The majority of patient feedback showed the majority to be very happy with the service.
  • Patients received clear communication and felt involved with decisions made about their treatment. We observed staff treating patients with respect, compassion, and dignity. Staff went out of their way to offer patients additional support and information.
  • The service had in place a strong and effective leadership team. There were clear structured systems in place, including Risk Management, complaints, incident reporting and safeguarding procedures. Staff felt supported by their management team and the were systems to support staff well-being, learning and improvement.
  • The provider had a strong and clear vision for a successful and growing service, ensuring patients needs were met. They worked collaboratively as a team and had a focused approach to quality and service development. Regular clinical audits were undertaken to assess where they could improve the quality they provided to patients.

Based on these findings, Healthwatch Waltham Forest made four recommendations:

  1. To put in place a Welcome information leaflet for patients that will inform of available services and how to make a complaint should they need to.
  2. To ensure that each practice’s listed service information for patients, is clear, accurate and reviewed regularly so that patients receive the correct information that will enable them to use the service in the best way.
  3. To review the system on information given to patients for appointment times, to ensure that patients are given accurate information around appointment times.
  4. To put in place systems to support a growing workforce in order to continue providing a service of high quality.

The report contains a response from the service provider.

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General details

Report title 
Enter and view: Extended Access Hubs
Local Healthwatch 
Healthwatch Waltham Forest
Date of publication 
Wednesday, 3 June, 2020
Date evidence capture began 
Tuesday, 23 July, 2019
Date evidence capture finished 
Saturday, 27 July, 2019
Type of report 
Enter and view
Key themes 
Booking appointments
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Information providing
Quality of care
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
Waiting time to be seen once arrived at appointment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Other local body
Primary research method used 
User stories
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
Out of hours
Urgent and emergency care services 
Urgent care services

Details of people who shared their views

Number of people who shared their views 
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
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? 
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
Tangible impact (not cost related)

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.