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.