Enter and view: Ingrebourne Medical Centre

Healthwatch Havering carried out an Enter and View visit to Ingrebourne Medical Centre in Romford as part of its programme to review health and care services across the borough. The visit aimed to assess the quality of the service, observe interactions between staff and patients, and identify any areas for improvement. 

Overall, the practice was viewed very positively. Healthwatch described it as a caring, friendly and well-run surgery where patients felt supported and staff appeared approachable and professional. The team concluded that recommendations made by the Care Quality Commission during a previous inspection had been addressed.

The surgery was found to be clean, well maintained and accessible to wheelchair users. There was clear information about opening hours and out-of-hours arrangements, and both the practice leaflet and website were described as comprehensive and informative. However, the reception area contained a large number of notices that appeared cluttered and difficult to navigate, and online appointment booking was available but not widely promoted.

The practice served approximately 2,800 patients and employed one GP, two practice nurses and four reception staff. Language translation services were available, electronic prescribing systems were in place and a range of additional services were offered, including minor surgery procedures, anticoagulation clinics and support for carers. Patients with diabetes, learning disabilities and older patients received regular reviews. 

Patient feedback was highly positive. The patients interviewed reported being able to obtain appointments quickly, often on the same day they contacted the surgery. They described staff as friendly, welcoming and helpful and said they were actively involved in decisions about their care. Patients felt they had sufficient time during consultations and were comfortable asking questions of clinicians.

Healthwatch observed positive interactions between staff and patients throughout the visit. Reception staff were friendly and approachable, while doctors and nurses personally collected patients from the waiting area for appointments. The practice was reported to receive very few complaints and had an active Patient Participation Group (PPG) that gathered feedback mainly through surveys and email communication.

The practice nurses spoke positively about working at the surgery, describing a supportive environment with access to regular training and professional development. However, Healthwatch noted that the nurses' treatment room was extremely small and appeared unsuitable as a long-term working environment, despite staff managing within the available space. 

A few areas for improvement were identified. The surgery did not have a hearing loop system for patients with hearing impairments, and online appointment booking could be promoted more effectively. Healthwatch also felt there was potential for closer collaboration with the neighbouring medical practice, which occupied the adjoining building and already shared some management arrangements.

The report's main recommendation was that Ingrebourne Medical Centre should consider amalgamating with the adjacent GP practice, which Healthwatch believed could provide additional space, improve facilities for staff, and deliver a more efficient service for patients. The installation of a hearing loop was also recommended to improve accessibility for patients with hearing difficulties. 

In conclusion, Healthwatch found Ingrebourne Medical Centre to be a caring and patient-focused practice with high levels of patient satisfaction, good appointment access and positive staff-patient relationships. The recommendations focused on improving facilities and accessibility rather than addressing concerns about the quality of care.