Enter and view: Hampton Wick 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 Hampton Wick Surgery on September 28th and 30th. The key findings highlighted areas in relation to patient feedback, staff feedback and observation. Overall, patients were very satisfied with the service that the practice provides. Most of the patients Healthwatch Richmond spoke to said that they would recommend the practice; one patient stated that they have a “very personal and professional service”. Patients were very positive about the practice stating that it was “convenient”, “easy to access”, “the staff are polite and helpful” and that the “quality of care is equivalent to that of a private setting”. Others complimented the staff, asserting that the staff and doctors were the best thing about the practice. There are significant problems with making contact with the practice by phone. These problems were expressed by patients and staff and witnessed by our visitors during the visit and our staff when booking the visit. The practice environment was generally very good, clean and pleasant. Healthwatch Richmond felt that more could be done to help patients to access information. Patients with small children told us that they find it inconvenient that they cannot bring buggies into the practice. Most patients told Healthwatch Richmond that they were happy with the overall care and treatment that the practice provided, and that they understood the treatments or referrals offered, saying “I fully understand advice which is carefully given in a consultative way”. Other patients said that they felt happy asking for a better explanation if they did not understand what they were told. The report contains 4 recommendations.

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General details

Report title 
Enter and view: Hampton Wick Surgery
Local Healthwatch 
Healthwatch Richmond upon Thames
Date of publication 
Monday, 21 December, 2015
Date evidence capture began 
Monday, 28 September, 2015
Date evidence capture finished 
Wednesday, 30 September, 2015
Type of report 
Enter and view
Key themes 
Building and facilities
Communication between staff and patients
Quality of care
Quality of staffing
Quality of treatment
Waiting times and lists for treatment
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.