Summary of report content
On 16th April 2019, Healthwatch Hackney undertook an Enter and View visit to the Lawson Practice to observe services being provided and interview patients about their experiences. The practice had 13,300 registered patients.
The report found that the building was purpose built and well maintained with 10 GPs, 4 Practice Nurses, 4 Health Care Assistants, 10 receptionists and one practice manager at the time of the visit. It had first aid box, defibrillator and fire alarms; ramp access to the door; toilets on the ground and first floors and a dedicated children’s play area. The patients reported that they were happy with the quality of care they received but making an appointment was difficult with a significant wait to get a non-urgent consultation. The staff reported they were looking to become a dementia friendly practice and undergo domestic violence training but found it hard to recruit full time GPs. They held a weekly multi-disciplinary team meeting to discuss patients of concern.
The report recommended to review the system to make it easy for patients to book appointments; publicise Patient Participation Group meetings to all patients; update the website and complaints leaflet and make them readily available in the reception area; for staff to wear badges with photos and names; check the children’s play area for cleanliness and hazard. The providers responded by saying they would address all the issues raised in the report.