Enter and view: Thamesmead Medical Associates

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Summary of report content

Healthwatch Greenwich conducted an announced enter and view visit to Thamesmead Medical Associates, on 5 May 2017, as part of their scheduled visits to health and social care services to talk to service users and make recommendations where needed. Thamesmead medical associates were based at Gallions Reach Health Centre and had a branch surgery at Heronsgate Medical Centre. According to the last CQC visit Thamesmead was rated ‘Good’. HW Greenwich team visited both the sites. Heronsgate Surgery was a newer well-kept and maintained building with good external signage. It had an electronic sign in system and one accessible toilet. The reception staff were very friendly, kind and respectful. No hand sanitisers seen but a clearly visible comment box available. Gallions Reach Health Centre was an older building with a tired décor but well maintained, clean and tidy. It also had an electronic check in available and an accessible toilet. Patients noted that they were happy to attend either surgeries if necessary, but naturaly had a preferred site that was closer to their home. The benefit of having two sites was the increased likelihood of getting an appointment. Overall patients were happy with the ease of getting their medication and prescriptions. The feedback given to the HW team about the surgery opening hours was positive, but patients did find it difficult to get emergency appointments to the point some queued outside the surgery from 7:00 am in the hope of getting an appointment the same day. No issues were voiced about waiting time and the doctors and nurses were praised for their treatment of patients and the time they give individuals. Patients felt informed and able to make decisions. Only one patient was aware of the PPG. HW Greenwich made the following recommendations: Include hand sanitiser for patients at both GP surgeries; install better signage at Gallions Reach Medical Centre to show the locations of the toilets throughout the building; advertise the GP access hubs (out of hour services) which are available in the borough; would be good to display the names (possibly including photos) of staff at the surgery or the names of clinical staff on duty at each surgery; information about translation services and information being available in other formats should be displayed on a poster or flyer for patient’s attention; poster displayed or flyer available at reception informing patients about the PPG and how to join. Thamesmead Medical Associates did not provide a response to this enter and view report.

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General details

Report title 
Enter and view: Thamesmead Medical Associates
Local Healthwatch 
Healthwatch Greenwich
Date of publication 
Tuesday, 5 September, 2017
Date evidence capture began 
Thursday, 14 September, 2017
Date evidence capture finished 
Tuesday, 5 September, 2017
Type of report 
Enter and view
Key themes 
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Decor
Health and safety
Interpreters
Medication
Quality of appointment
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-1503

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
Structured interview
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 
26
Age group 
All
Gender 
All
Ethnicity 
All
Specific ethnicity if known 
All
Sexual orientation 
NA
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? 
No
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? 
No
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
No

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.