Summary of report content
On 14th February 2019, Healthwatch City of London visited the Neaman Practice, the sole GP practice in the City of London, and interviewed patients about their experiences after receiving routine comments and feedback from the service users.
The report summarised the observations noted during the visit. There was first aid box, blood pressure machine, defibrillator and fire alarms, good access for disabled people and clean toilets on each floor. The environment was smart but needed some re-organisation. There were lots of posters and leaflets on the walls and windows, but the display was confusing. No hand sanitizers or water dispenser was noted. The practice website was out of date, confusing and misleading.
A feedback from 20 patients reported that they were generally happy with the quality of care they received, however, some had trouble with making appointments and there was a significant wait to get a non-urgent consultation.
The report recommended to completely overhaul the website; improve seating in the 2nd floor waiting room; reorganise the ground floor to allow greater privacy around the reception desk room for a queuing system; have readily available complaints leaflet; improve staff name display and wear visible badges; use texting systems for all important communications; have greater clarity about referrals for further treatment and review using University College Hospital instead of Homerton Hospital for such referrals; for Healthwatch City of London to start collecting regular feedback from practice users.