Enter and view: Walk-in Centre, Finchley Memorial Hospital

Healthwatch Barnet carried out two announced Enter and View visits to the Walk-in Centre (WiC) at Finchley Memorial Hospital in August and September 2016. The visits were undertaken to assess patient experience and to understand how the service was operating. The Walk-in Centre, run by Central London Community Healthcare (CLCH), sees approximately 56,000 patients each year and provides treatment for a wide range of minor illnesses and injuries. 

The inspection found that the service was generally well organised and highly valued by patients. The centre was staffed by nurse practitioners, supported by GPs, physiotherapists and healthcare assistants. Most patients were triaged within 20 to 30 minutes of arrival, and around 98% completed their assessment and treatment within four hours. Patients requiring more complex care were transferred to A&E when appropriate.

A major strength of the service was the introduction of the Virtual Fracture Clinic model and close links with on-site diagnostic services such as X-ray facilities. The Walk-in Centre also benefited from the presence of an independent pharmacy, although inspectors felt this service was underused and not sufficiently promoted to patients. 

Patients interviewed during the visit were generally positive about the service. Many said they attended because they could not obtain a timely GP appointment, were not registered with a GP, or had previously received good care from the Walk-in Centre. Patient satisfaction levels were high, with 91% of patients reportedly willing to recommend the service. 

The main areas of concern related to signage, information and communication. Inspectors found that signage to Finchley Memorial Hospital and the Walk-in Centre from nearby main roads was inadequate. Within the hospital, it was not always obvious where patients should go, and some signs, such as those directing people to a former GP reception area, were outdated and potentially confusing. 

The waiting area was clean, spacious and child-friendly, with seating, refreshments, toilets and Wi-Fi available. However, information screens displaying waiting times and service information were not particularly visible, and noticeboards contained outdated material. Many patients were unaware of how the triage system worked and became frustrated when people who arrived after them were called first because of clinical priority. 

Healthwatch also identified accessibility issues. Public transport access to the site was limited, although parking was generally available and free for the first three hours. The inspectors noted that parking payment machines were poorly signed, and some facilities such as the water dispenser could be difficult for people with mobility problems to use. 

The report concluded that the Walk-in Centre provided a good-quality service that was appreciated by patients. However, improvements were needed to make the patient experience easier and less confusing. Recommendations included improving external and internal signage, providing clearer information about the patient journey and waiting process, ensuring noticeboards were kept up to date, promoting pharmacy services more effectively, improving support for patients with sensory impairments, and exploring ways to assist patients who struggle to stand while queuing. 

In response, CLCH agreed to improve patient information, develop explanatory leaflets, enhance staff communication about waiting processes and consider additional training for reception staff. The Clinical Commissioning Group also recognised the importance of improving signage at Finchley Memorial Hospital and committed to reviewing progress.