Enter and view: Hoxton Surgery

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Summary of report content

Healthwatch Hackney conducted an Enter and View visit to Hoxton Surgery, on 26 June 2017, to follow up on comments from service users received during routine comment collections across various health venues in Hackney. The Healthwatch Hackney Enter and View Authorised representatives spoke to 19 people during the visit and found that most patients were happy with the service overall. A small number of patients said there was one particular Doctor who they did not feel comfortable with however, none had made a complaint and instead made sure they had appointments with different GPs. The report stated that many patients appeared unaware of the process and procedure for registering comments and making complaints although the details were provided on the website and displayed in the reception area. The visiting team noted that the Surgery ran regular twice weekly Turkish clinics to cater for the high number of Turkish patients although it was observed that leaflets displayed were only offered in English. The report made eight recommendations including asking the Surgery to provide leaflets and advice sheets in languages other than English, and that they consider patient-led/patient focused training for all clinical staff in the practice to improve the consistency and quality care that patients receive from practitioners. The Surgery responded positively to the recommendations with actions against them either completed, or a timeline given, for each recommendation.

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General details

Report title 
Enter and view: 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
Administration
Booking appointments
Building and facilities
Communication between staff and patients
Complaints procedure
Consent to care and treatment
Continuity of care
Decor
Diagnosis
Engagement
Health promotion
Health protection
Information providing
Interpreters
Medication
Prescription
Quality of appointment
Quality of care
Service delivery organisation and staffing
Staff levels
Staff training
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Healthwatch reference number 
Rep-6909

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
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 about conditions and diseases

Types of disabilities 
N/A
What type of pregnancy or maternity themes are included in the report 
N/A

Details of people who shared their views

Number of people who shared their views 
19
Age group 
Not known
Gender 
All
Ethnicity 
Mixed / multiple ethnic groups
Sexual orientation 
Not known
Does the information include public's views? 
No
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
What type of impact was determined? 
Tangible Impact (cost related)
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.