Enter and view: Royal Arsenal medical centre, Greenwich

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Summary of report content

Healthwatch Greenwich conducted an announced enter and view visit to Royal Arsenal Medical Centre, on 23 June 2017, as part of their scheduled visits to health and social care services to talk to service users and make recommendations where needed. Royal Arsenal Medical Centre (previously known as Burrage Surgery) had a CQC rating of ‘Good’. Healthwatch representatives found the layout to be accessible and the practice to be light,open and very clearly sign posted. However, the team did not find a sanitiser available in the reception/waiting areas or near the electronic check-in screen. The patients were pleased with how easy it was to get an appointment and didn’t find the waiting time too long. HW was informed by the patients that they always received good treatment and the clinical staff prefer to come and call the patients in for their appointments personally. The service users felt informed and able to make decisions about their care. They also found collecting medications and prescriptions easy as there was a pharmacy on site. The PPG was advertised but only one person said they had heard about it. Overall the feedback from all was very positive, including the feedback from the observations of the HW representatives. HWG made the following recommendations - To introduce hand sanitiser in the spaces for all to use. - Online booking made available but more information on how to use it should be available for patients registering for this service. - The electronic check-in screen, which is located behind the reception desk queue, should have signage so patients are aware they can use it. - Information about translation services and information being available in other formats should be displayed. - Information on how to use the online repeat prescription service would be useful to ensure patients are confident to use the system. - Patients who join the practice PPG should be contacted with information on the upcoming meetings in a timely manner. - Introduction of a comment/complaints box would be useful to receive regular patient feedback. The surgery responded to the recommendations saying; they will not be providing hand sanitisers at reception and all clinical rooms have these. They said the online system is explained at registration as is the online prescription service and that the electronic check in is in direct line of sight for patients arriving. The surgery has installed additional signage and it will inform patients in due time of the meeting dates for the PPG. Comments and complaints are taken at reception, in addition to NHS Choices, Google and verbal feedback to clinicians’ and staff. Friends and Family Test texts are sent out each day and reported on each month.

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General details

Report title 
Enter and view: Royal Arsenal medical centre, Greenwich
Local Healthwatch 
Healthwatch Greenwich
Date of publication 
Friday, 23 June, 2017
Date evidence capture began 
Friday, 23 June, 2017
Date evidence capture finished 
Friday, 23 June, 2017
Type of report 
Enter and view
Key themes 
Access
Booking appointments
Building and facilities
Car parking access
Communication between staff and patients
Complaints procedure
Health and safety
Quality of care
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-1365

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
Survey
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Announced

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 
12
Age group 
All
Gender 
All
Ethnicity 
All
Specific ethnicity if known 
All
Sexual orientation 
Not known
Does the information include public's views? 
No
Does the information include carer's, friend's or relative's views? 
No
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
Administrative
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Yes
Is there evidence of impact external to the report? 
No
What type of impact was determined? 
Implied Impact
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.