Enter and view: Ferryview Health Centre

Healthwatch Greenwich carried out an Enter and View visit to Ferryview Health Centre in Woolwich, speaking with ten patients. Overall, patients were positive about the service and the practice had recently been rated Good by the Care Quality Commission across all inspection domains. The surgery was found to be accessible, clean and well organised, with electronic check-in facilities, good privacy arrangements at reception and extensive health information displayed throughout the waiting areas. 

The surgery offered several examples of good practice, including a dedicated child-friendly waiting area, strong promotion of its Patient Participation Group and clear signposting to online services and NHS 111. Patients generally praised reception staff, nurses and GPs, describing staff as professional, helpful and caring. Repeat prescription processes were also viewed positively, with patients reporting that obtaining medication was straightforward and efficient. 

The main concerns related to appointment access and continuity of care. Some patients reported waiting two to three weeks for routine appointments, difficulties getting through by phone and consultations that felt too short to address multiple concerns. Several people felt frustrated at having to see different GPs on different occasions, believing this affected consistency and sometimes the quality of care. While many patients were satisfied with their treatment, some felt experiences varied depending on which clinician they saw. 

Healthwatch concluded that most patients were satisfied with the care they received, but identified opportunities to improve continuity of care, reduce waiting times for appointments and improve communication about delays. Recommendations also included better signposting to alternative waiting spaces, particularly the children's waiting area, and reviewing the naming and presentation of the practice's isolation room to make it feel more welcoming and less intimidating.