Enter and view: Conway PMS (Welling and Plumstead branches)

Healthwatch Greenwich undertook an Enter and View visit to Conway PMS (Plumstead and Welling branches) on 1 and 8 December 2017. The visits took place shortly after the practice had improved from an earlier CQC rating of inadequate to good. Overall, patients described both surgeries as clean, welcoming and easy to access, with good appointment availability and generally short waiting times. 

Patients spoke positively about reception staff, nurses and GPs, describing them as friendly, caring and approachable. Most respondents felt involved in decisions about their care, were satisfied with the information they received during appointments and rated the overall service as very good or excellent. 

A number of relatively minor improvements were identified, including the lack of hand sanitiser in waiting areas, limited facilities for children, low awareness of the Patient Participation Group (PPG), and the absence of staff names or photographs on display. Healthwatch also noted that free Wi-Fi was available but not advertised, and there were limited opportunities for patients to provide feedback.

Overall, Healthwatch concluded that Conway PMS had made significant improvements and was providing a well-regarded service. Recommendations focused on improving patient information, promoting the PPG, increasing feedback opportunities and making waiting areas more welcoming for patients and families.