Enter and view: Manor Brook Medical Centre

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Summary of report content

Healthwatch Greenwich conducted an announced enter and view visit to Manor Brook PMS, on 28 September 2017, as part of their scheduled visits to health and social care services to talk to service users and make recommendations where needed. Due to the recent closure of Henley Cross Surgery, there was an increase of patients registering with Manor Brook. The CQC gave it a rating of ‘Good’. HW representatives found the surgery to be well maintained, well sign posted and clean and bright from the inside. The surgery is on two floors and the entire surgery is accessible. Patients noted that appointments are relatively easy to make, and they are seen punctually; if they do have to wait, it is not long. All staff were described as caring, approachable, and attentive. All the patients spoken to felt involved in the decisions around their care and were given good information during their appointments. The collection method for medications was flexible and patients can choose the most convenient. Only one patient was aware of the PPG. Overall the feedback was very positive, including the feedback from the observations of the HW authorised representatives. Comment and ‘friend and family test’ boxes are displayed with slips that can be completed, and feedback is welcomed. HW Greenwich made the following recommendations: The practice should look into purchasing some children’s toys to make the waiting area more child friendly; to improve toilet signage throughout the building; the practice could introduce a ‘you said, we did’ display to show the impact comments left by patients and the work of the PPG has had; to advertise the PPG and make patients aware on how to join it. Manor Brook responded to some of the comments made with some clarification on the way the system works in the surgery.

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General details

Report title 
Enter and view: Manor Brook Medical Centre
Local Healthwatch 
Healthwatch Greenwich
Date of publication 
Thursday, 28 September, 2017
Date evidence capture began 
Thursday, 28 September, 2017
Date evidence capture finished 
Thursday, 28 September, 2017
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Health and safety
Quality of appointment
Quality of care
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? 
Primary research method used 
Structured interview
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 

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 
Age group 
Specific ethnicity if known 
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
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? 
Yes but provider disagrees
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

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.