Enter and view: Oakview Family Practice

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Summary of report content

Healthwatch Lewisham undertook an Enter and View visit to the Oakview Family Practice in December 2019 as one of their priorities for 2019/20 was access to GP appointments. They had found that Oakview Family Practice is the number one rated service in Lewisham and received the highest rating for access. The Enter and View visits to Oakview Family Practice allowed the opportunity to observe a service that patients rate highly for access and provide a case study to other local GP practices

In total they heard the experiences of 30 service users, three staff members and three family members.

Overall, Healthwatch Lewisham was very impressed with the service provided at Oakview Family Practice. Staff, patients and family members all highly valued the role the practice has in Downham’s community. Patients praised the kind, caring and helpful approach of staff, the quality of advice and care and the availability of urgent appointments. All patients they spoke to felt they were treated with dignity and respect and felt listened to.

The practice was observed to be extremely clean and staff were professional and caring. Staff had worked at the practice for a long time and enjoyed their work, and this was reflected in the service provided. Patients were very grateful the service exists.

The report makes 4 recommendations about the information available, signage, the environment, identification of staff and communication.

The report includes a response from the provider setting out the action they intend to take as a result.

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General details

Report title 
Enter and view: Oakview Family Practice
Local Healthwatch 
Healthwatch Lewisham
Date of publication 
Thursday, 26 March, 2020
Date evidence capture began 
Wednesday, 11 December, 2019
Date evidence capture finished 
Tuesday, 17 December, 2019
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Health promotion
Information providing
Quality of care
Quality of staffing
Staff attitudes
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
User stories
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 
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? 
Does the information include staff's views? 
Types of health and care professionals engaged 
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 action has been taken or promised
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? 
Implied Impact

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.