Enter and view: The Hoxton surgery

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Summary of report content

Healthwatch Hackney 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 Hackney visited The Hoxton Surgery, Hackney on 26 June 2017. The summary of findings highlighted areas in relation to patient feedback, staff feedback and observation. Healthwatch Hackney found the surgery is in a purpose-built block on the edge of Shoreditch Park with good transport links.They felt the surgery had narrow footpath and badly maintained paving to the main entrance. Cramped access to the lift. Inside the practice is clean, bright and well maintained. The website is fully accessible and user friendly including software for people who have a hearing impairment. It has google translate and font size flexibility Inadequate direction signs to the practice Well stocked leaflets. Most with up-to-date information. During the visit they did not see any leaflets in languages other than English Reception and clinical staff were friendly and welcoming. Healthwatch Hackney made 8 recommendations in relation to accessibility, leaflets, comments and complaints procedures.

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General details

Report title 
Enter and view: The Hoxton surgery
Local Healthwatch 
Healthwatch Hackney
Date of publication 
Monday, 26 June, 2017
Date evidence capture began 
Monday, 26 June, 2017
Date evidence capture finished 
Monday, 26 June, 2017
Type of report 
Enter and view
Key themes 
Access
Building and facilities
Communication between staff and patients
Health promotion
Information providing
Public involvement
Quality of treatment
Staff levels
Healthwatch reference number 
Rep-7109

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
Primary research method used 
Observation
Structured interview
Survey
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Announced

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 
19
Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
No
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
Service manager
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Yes
Is there evidence of impact external to the report? 
No
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.