Enter and view: Eltham Hospital - Greenwich MSK Service

Healthwatch Greenwich visited the Greenwich Musculoskeletal (MSK) Service, operated by Circle MSK, at Eltham Community Hospital in June 2017. The service provides assessment, physiotherapy, rheumatology, pain management and orthopaedic clinics, receiving around 2,000 referrals per month. Overall, patient feedback was highly positive, with excellent ratings for access, clinical care, communication and involvement in decision-making. 

Key Findings

Access and Appointments

• Patients generally experienced short waiting times for appointments and felt referral pathways worked well. 
• Four of six patients received referral confirmation within two weeks, while most received their first appointment within one to two weeks of confirmation.
• Appointment flexibility was viewed positively, with several patients reporting they could choose or change appointments easily. 
• Most patients rated appointment waiting times as "Very Good" or "Excellent". 

Assessment and Clinical Care

• Patients were highly satisfied with the assessment process
• Most patients received advice and information on managing their condition and felt clinicians explained issues clearly. 
• Patients praised staff for being knowledgeable, informative and taking time to listen. 

Involvement in Care

• Four out of five patients said they were fully involved in decisions about their treatment and care. 
• Patients felt they were offered choices and understood the treatment options available to them. 

Staff Experience

• Reception and administrative staff were consistently rated positively for being friendly, approachable and helpful. 
• Clinical staff were also highly rated, with patients commenting on their expertise and professionalism. 

Environmental Observations

Healthwatch found the building clean, modern, spacious and accessible. Positive features included:

• Step-free access and disabled parking facilities. 
• Clean waiting areas with natural light and available drinking water. 
• Children's seating area and baby-feeding/changing facilities.
• Friendly and efficient reception staff.

However, several issues were identified:

• The outpatient reception desk was difficult to locate because it shared space with GP surgery receptions. 
• GP electronic check-in screens could confuse outpatient attendees. 
• Privacy at reception was limited because conversations could potentially be overheard. 
• Signage was considered too small and could be difficult for visually impaired people to see. 
• No hearing loop, comments box, staff photographs or information in alternative formats were seen during the visit. 

Overall Satisfaction

Every patient interviewed rated their overall experience as either "Very Good" or "Excellent". 

The service was particularly praised for short waiting times, informative consultations, involvement in treatment decisions and professionalism of staff.