Enter and view: Vanbrugh Group Practice, The Greenwich Centre

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Summary of report content

Healthwatch Greenwich conducted an announced enter and view visit to Vanbrugh Group Practice, the Greenwich Centre, on 27 June 2017, as part of their scheduled visits to health and social care services to observe service delivery, talk to service users and make recommendations where needed. This was a new site for the Vanbrugh Group Practice as it was previously located at Vanbrugh Hill Health Centre. HW found the internal décor for the surgery to be clean, fresh, open and bright, with good contrasting colours. There were lifts and level access to the surgery. There was an electronic check in system and it was easy for the patients to have a confidential and private conversation with the receptionist if needed. The reception staff were friendly and open and there was a nice play area for children with books toys etc. A suggestion box was available. Commenting on the surgery’s opening hours, one patient said, “Very convenient as they have late appointments which I can get after work.” The feedback received about the treatment from all surgery staff was very positive. Patients feel involved and informed. The poorer feedback on information received seems to be down to the length of appointments which is frequently an issue. The follow-ups that are carried out were praised by patients. HW representatives were pleased to note that the surgery advertises online booking services, interpretation/translation services and the availability of information in accessible formats. The information on the notice boards is up to date and very well displayed. Overall feedback received by HW Greenwich for this surgery was rated as ‘Good’ to ‘Excellent’. Some of the recommendations made by HW were: While the floor by reception is getting fixed, there needs to be a sign to warn patients of the potential trip hazard; online booking is available and information is displayed but when patients register for the online service they should receive more information on how to use it; show waiting times for appointments in the waiting arear or notify patients when the check-in at reception to manage patients expectations; information on how to use the online repeat prescription service would be useful to ensure patients are confident to use the system; would be good to introduce a ‘you said, we did’ display to show the impact of comments left by patients and the work of the PPG. The surgery responded, “We were very happy with the report. We found the recommendations helpful and plan to put these into action where possible.” Vanbrugh Group Practice

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General details

Report title 
Enter and view: Vanbrugh Group Practice, The Greenwich Centre
Local Healthwatch 
Healthwatch Greenwich
Date of publication 
Tuesday, 27 June, 2017
Date evidence capture began 
Tuesday, 27 June, 2017
Date evidence capture finished 
Tuesday, 27 June, 2017
Type of report 
Enter and view
Key themes 
Administration
Booking appointments
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Decor
Health and safety
Quality of appointment
Staff attitudes
Staff levels
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-1372

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
Sexual orientation 
Not known
Does the information include public's views? 
Yes
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 
Service manager
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? 
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.