Enter and view: Hook Surgery

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Summary of report content

Healthwatch Kingston upon Thames gather information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch Hackney to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections. Healthwatch Kingston upon Thames visited Hook Surgery, on 23/03/2015. The summary of findings highlighted areas in relation to patient feedback, staff feedback and observation. Overall patients at Hook Surgery expressed that ease of booking appointments could be improved; only just over half of patients surveyed said they could get an appointment when they wanted one. Patients commented that the rush to get an appointment in the morning means the phone lines are busy, and it can be a negative experience. A good amount of patients surveyed said they could get an appointment with their preferred GP or Nurse, and it was commented this was not difficult to arrange. GP working hours was raised as a factor potentially preventing this availability for patients. The majority of patients felt they did not have to wait an unreasonable time before being called for their appointment. Most people said they felt the time with their GP or Nurse was adequate for their needs. The minority who stated they were unsure, provided comments that it depended on the situation and the problem they had. They stated there should be some flexibility in the appointment time, and that the GP should be sensitive to individual cases. Most patients surveyed said their GP had not told them about a community support service. The majority of people rated the amount of information available as very good, but when grading the display of the information it was graded as average. The information room within the waiting area is a good asset to the Merritt Medical Centre, however it was observed that the display of information materials made it difficult to use for this purpose. There was a wide range of information leaflets but they were not well organised, the tables had information also but this was untidy, it was commented that this is a missed opportunity as it seems off-putting for patients. These observations are backed up by other patients comments received in the surveys. The main recommendations informed themes around information providing, appointment booking and the recruitment of volunteers.

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General details

Report title 
Enter and view: Hook Surgery
Local Healthwatch 
Healthwatch Kingston upon Thames
Date of publication 
Monday, 23 March, 2015
Date evidence capture began 
Monday, 23 March, 2015
Date evidence capture finished 
Monday, 23 March, 2015
Type of report 
Enter and view
Key themes 
Booking appointments
Communication between staff and patients
Information providing
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? 

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 
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? 

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.