Enter and view: Eltham Medical Practice - Passey Place

Healthwatch Greenwich carried out an Enter and View visit to Eltham Medical Practice at Passey Place, speaking with ten patients. Overall, patients viewed the practice positively and most rated the service as good or very good. The practice, located within Eltham Community Hospital, was found to be accessible, clean and generally well maintained, with friendly reception staff and a Good rating from the Care Quality Commission.

Patients were generally satisfied with appointment booking, opening hours and the cleanliness of the surgery. Most felt appointment punctuality was reasonable, although some reported occasional waits. Prescription services received consistently positive feedback and most patients felt adequately involved in decisions about their care. Reception staff were particularly praised for being helpful and supportive. 

Experiences of clinical care were more mixed. While most patients rated GP and nursing care positively, several highlighted difficulties seeing the same GP consistently and felt continuity of care could be improved. A small number of patients felt their concerns were not always taken seriously, particularly in relation to mental health, long-term conditions and communication needs. Healthwatch also identified that most patients were unaware of the GP Access Hubs and the Patient Participation Group, despite information being available through the practice. 

Healthwatch concluded that the practice was providing a generally good service but identified opportunities to improve information and patient engagement. Recommendations included better signposting for online booking, translation services, hearing loop availability, GP Access Hubs and the Patient Participation Group; introducing hand sanitiser stations and a child-friendly area; strengthening support for patients with limited English; and creating a more visible patient feedback system.