Enter and view: Cricklewood Health Centre and Walk-in Centre

Healthwatch Barnet carried out a follow-up Enter and View visit to Cricklewood Health Centre and Walk-in Centre on 24 September 2018 to review progress against recommendations made during earlier visits in January and March 2018. The service had been rated “Good” by the Care Quality Commission earlier that year.

The report found that the health centre had made significant progress in addressing issues that were within its control. The premises had undergone substantial refurbishment, increasing the number of consulting rooms and improving the overall environment. Information displays had been reorganised, unnecessary notices removed, and digital screens were being used to provide patients with waiting-time updates and other information. 

Healthwatch noted that several recommendations from the previous report had either been implemented or were actively being progressed. Improvements included clearer information for walk-in patients about waiting times, better communication about service processes, more structured staff training and auditing arrangements, and efforts to improve signposting and public awareness of the service. 

However, a number of concerns remained regarding the external environment. The entrance area was poorly signposted from some directions and there were ongoing issues with parking information. More seriously, Healthwatch identified health and safety concerns relating to the poor condition of the pathway leading to the entrance, damaged and incomplete handrails, inadequate lighting, and potential hazards for visually impaired patients. These issues were considered the responsibility of the landlord and other relevant authorities rather than the health centre itself. 

The report highlighted uncertainty about the future of both the GP practice and the Walk-in Centre. At the time of the visit, Barnet Clinical Commissioning Group had extended both service contracts until 31 March 2019 while longer-term decisions were being considered. Staff expressed concerns about the potential impact of closure on patients, local healthcare services and employees. The centre served patients from Barnet, Brent and Camden, with approximately half of its users coming from Brent. 

Healthwatch heard that the centre had invested in refurbishment and staffing despite the uncertainty, including recruiting additional clinical staff. The patient list was growing, around 70 walk-in patients were seen each day, and registered GP patients were generally able to obtain same-day appointments. 

The report concluded that the service had responded positively to previous recommendations and that staff had continued to improve the patient experience despite uncertainty about the centre’s future. Healthwatch commended the efforts made by the management team and acknowledged the challenge of maintaining staff morale during a period when closure remained a possibility. 

Healthwatch recommended that it work with the landlord and local authorities to address the outstanding health and safety issues relating to access, handrails and lighting. It also sought clarification from Barnet Clinical Commissioning Group about the future of the service, consultation arrangements, notice periods for any potential closure, and how patients would be supported if services were withdrawn. 

In response, Barnet CCG reported that both the Walk-in Centre and GP contracts had been extended until 31 March 2020 to allow time for consultation with patients and stakeholders. The CCG stated that no decision had been made regarding closure, that consultation processes were underway, and that plans would be developed to inform and support patients if service changes were agreed in the future. It also highlighted the availability of alternative walk-in centres and additional GP appointments across Barnet.