Enter and view: Sorsby Medical Centre

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Summary of report content

Healthwatch Hackney conducted an announced enter and view visit to Sorsby Medical Centre on 28 March 2017, as part of their routine visit to observe health and social care services being provided in the borough. The HW team observed the practice to have a poor reception area (lacking privacy) and inadequate signs on main road. It was not fully accessible for wheelchair and pushchair and the toilets for the disabled were poorly maintained. The overall environment was clean and tidy, but the toilets were not clean. The display and announcement board to call the patient for their consultation was poorly positioned (couldn't be clearly seen by patients) and almost inaudible. HW team were told that many prefer to book appointments in person at reception desk rather than use telephone and online booking system. Patients were not aware of the PPG although there was information displayed in the reception area. HW Hackney made these recommendations: The practice should review their phone appointment system to ensure more slots are available for patients calling to make an appointment The practice should urgently address the outdoor door access issue so disabled patients no longer have to struggle to access the surgery. Adjust the sound, timing and position of the consultation call up system so patients have more time to process the information. The PPG should be publicised more effectively with more visible/prominent posters and promoted by GPs during consultations and on the website The practice should consider redesigning the reception counter to make it more accessible for disabled patients by addressing restricted access to the waiting room and it should reintroduce a children’s space with books and toys. Arrangements for immediate repairs to the toilets should be done to make them accessible , including an emergency alarm red cord that reaches the ground connected to a buzzer and a flashing red light, a wheelchair-height sink and hand dryer. Re-site the large recycle bin away from the toilet and review cleaning arrangements to ensure the toilets are cleaned regularly. Update the website by adding an accessible font size option and creating a page with useful patient information (e.g. signposting and a prominent link to the practice complaint policy). Provide leaflets and advice sheets in other languages. Sorsby Medical Practice responded to these recommendations with action plans. The phone appointment system will be reviewed, and the outside doors had been repaired. They were looking into changing the call board and will try their best to promote the PPG. Introducing a children’s space was not an option they wanted to pursue. The website provider has been changed and cleaning arrangements reviewed.

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General details

Report title 
Enter and view: Sorsby Medical Centre
Local Healthwatch 
Healthwatch Hackney
Date of publication 
Tuesday, 28 March, 2017
Date evidence capture began 
Tuesday, 28 March, 2017
Date evidence capture finished 
Tuesday, 28 March, 2017
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Health and safety
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
Structured 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 
Specific ethnicity if 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)

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.