Enter and view: Suttons Avenue surgery

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Summary of report content

Healthwatch Havering conducted an enter and view visit on Suttons Avenue surgery (Dr Pravin Patel's surgery), as GP surgery in Hornchurch. Healthwatch Havering is aiming to visit all health and social care facilities in the borough. This is a way of ensuring that all services delivered are acceptable and the safety of the resident, patient or other service-user is not compromised in any way. Observation by the enter and view representatives included: - Overall patients to the team that they found the practice very efficient and were totally satisfied with the service offered to them. They said that staff dealt effectively with whatever was presented to them, that the receptionists were competent and did not block patients who needed an appointment. - When patients were asked if they were involved in discussions about their treatment, one said “very much so” and the other “sometimes”, and that referrals were explained and a follow up consultation was offered. - If staff have issues to discuss they are happy talk to the manager who would help them make informed decisions. One recommendation was made in the report, that the practice consider installation of a hearing loop system for the benefit of patients who are hard of hearing. The practice responded to this, stating 'that consideration will be given to the installation of a hearing loop once cost estimates have been obtained.'

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General details

Report title 
Enter and view: Suttons Avenue surgery
Local Healthwatch 
Healthwatch Havering
Date evidence capture began 
Thursday, 8 December, 2016
Date evidence capture finished 
Thursday, 8 December, 2016
Type of report 
Enter and view
Key themes 
Access
Administration
Booking appointments
Building and facilities
Car parking access
Car parking charges
Cleanliness hygiene and infection control
Communication between staff and patients
Decor
Health promotion
Information providing
Medication
Prescription
Quality of appointment
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
Staff attitudes
Staff levels
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-5618

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
Primary research method used 
Observation
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Not Known

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

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? 
Not known
What type of impact was determined? 
Implied Impact

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.