Enter and View: Porters Avenue Health Centre

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Summary of report content

On 26th February 2019, Healthwatch Barking and Dagenham undertook an Enter and View visit to Porters Avenue Health Centre to find out patients’ experiences of local GPs. They spoke to local residents who use this service and decided to look at areas including appointment waiting times, consultation times, staff conduct, urgent appointments and quality and standards of information.

They spoke to 13 patients on the day of the visit and identified both positive aspects and areas of improvement at the practice. Positives included a Monday to Friday walk in service, adequate seating area, screens displaying patient names and rooms, patients satisfied with waiting times to get an appointment, the amount of time spend with GPs and staff attitude. Areas for improvement included better telephone service, waiting times when accessing the walk-in service, reception staff attitude and privacy within the waiting area.

The report made six recommendations highlighting privacy issues in the reception, encouraging people to use online booking systems, improve walk-in services and address receptionist’s attitudes towards patients. The report contains a response from the providers for all the recommendations.

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General details

Report title 
Enter and View: Porters Avenue Health Centre
Local Healthwatch 
Healthwatch Barking And Dagenham
Date of publication 
Tuesday, 10 December, 2019
Date evidence capture began 
Tuesday, 26 February, 2019
Date evidence capture finished 
Tuesday, 26 February, 2019
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Communication between staff and patients
Information providing
Quality of appointment
Staff attitudes
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? 
What type of organisation requested the work 
If this work has been done in partnership, who is the partner? 
Primary research method used 
Unstructured 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 
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? 
What type of impact was determined? 
Implied Impact
Tangible Impact (cost related)
Tangible impact (not cost related)

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.