Enter and View: The Lawson Practice

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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.

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General details

Report title 
Enter and View: The Lawson Practice
Local Healthwatch 
Healthwatch Hackney
Date of publication 
Wednesday, 26 June, 2019
Date evidence capture began 
Tuesday, 16 April, 2019
Date evidence capture finished 
Tuesday, 16 April, 2019
Type of report 
Enter and view
Key themes 
Access
Booking appointments
Building and facilities
Car parking charges
Cleanliness hygiene and infection control
Communication between staff and patients
Health protection
Information providing
Interpreters
Prescription
Quality of appointment
Quality of care
Quality of staffing
Staff attitudes
Staff levels
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-4638

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
If this work has been done in partnership, who is the partner? 
No
Primary research method used 
Observation
Unstructured Interview
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 of people who shared their views

Number of people who shared their views 
20
Age group 
All people 18 and over
Gender 
All
Ethnicity 
All
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

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.