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.
Enter and View: Porters Avenue Health Centre
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
Building and facilities
Communication between staff and patients
Quality of appointment
Waiting time to be seen once arrived at appointment
Healthwatch reference number
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
How was the information collected?
If an Enter and View methodology was applied, was the visit announced or unannounced?
Number of people who shared their views
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?
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?
Tangible Impact (cost related)
Tangible impact (not cost related)