Enter and view: Jubilee Health Centre (West)

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Summary of report content

Healthwatch Sutton conducted an Enter and view visit on Jubillee Health Centre (West), which provides many healthcare services and clinics, as well as two GP practices. Shortly after the Jubilee Health Centre was opened, Sutton Local Involvement Network (LINk) carried out a monitoring visit, in January 2013, to gauge people's first impressions of the Centre and the services provided and to obtain feedback on the patient experience of using the Centre. A number of issues were identified by LINk and recommendations for change or improvement were made. Healthwatch Sutton (HWS) identified the need for a further follow-up visit to look at progress with regard to the LINk recommendations, and to re-evaluate the patient experience, once all the proposed services had been introduced or relocated to the Centre. Key findings of the enter and view representatives included:  It remains something of a challenge to find out how to contact the Jubilee Health Centre (rather than the GP surgeries) and way finder signage remains inadequate for some services/facilities.  Overall patients spoken to find the JHC more convenient and appreciate being able to access services that are closer to home in an environment that is not a hospital.  The Centre has supported information stands, in the waiting area, from voluntary sector groups and worked with Sutton Citizens Advice Bureau (CABx) to install a telephone to give direct access to a debt advice line. Whilst not recommendations exactly, the representatives stated the Jubilee Health Centre would benefit from; 1. Further improvements to signage/way finding. 2. Clear, consistent and readily available information for patients on the services available in the centre and how to contact the centre. 3. Developing further links with local voluntary and community groups who can provide specialist advice, information or support, for people with specific health conditions. (e.g. stroke, diabetes, sight impairment, Dementia) including literature and outreach stands. 4. Sutton Clinical Commissioning Group considering options to address the underutilisation of the Jubilee Health Centre space and resources. 5. GP practice Patient Participation Groups to monitor and address any issues relating to their respective patients experience.

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General details

Report title 
Enter and view: Jubilee Health Centre (West)
Local Healthwatch 
Healthwatch Sutton
Date of publication 
Wednesday, 5 October, 2016
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Car parking access
Communication between staff and patients
Health and safety
Health promotion
Information providing
Lifestyle and wellbeing
Public involvement
Service delivery organisation and staffing
Staff attitudes
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 
Primary research method used 
How was the information collected? 
Visit to provider

Details of health and care services included in the report

Primary care services 
Diagnostic and/or screening service - single handed sessional providers
GP practice
Secondary care services 
Sexual health
Mental health services 
Community mental health team (CMHT)

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? 
Not known
Does the information include staff's views? 
Not known
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? 
Not known
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.