Enter and view: Manor Brook Medical Centre

Healthwatch Greenwich conducted an announced enter and view visit to Manor Brook PMS, on 28 September 2017, as part of their scheduled visits to health and social care services to talk to service users and make recommendations where needed. Due to the recent closure of Henley Cross Surgery, there was an increase of patients registering with Manor Brook. The CQC gave it a rating of ‘Good’.

HW representatives found the surgery to be well maintained, well sign posted and clean and bright from the inside. The surgery is on two floors and the entire surgery is accessible. Patients noted that appointments are relatively easy to make, and they are seen punctually; if they do have to wait, it is not long. All staff were described as caring, approachable, and attentive. All the patients spoken to felt involved in the decisions around their care and were given good information during their appointments. The collection method for medications was flexible and patients can choose the most convenient. Only one patient was aware of the PPG. Overall the feedback was very positive, including the feedback from the observations of the HW authorised representatives. Comment and ‘friend and family test’ boxes are displayed with slips that can be completed, and feedback is welcomed.

HW Greenwich made the following recommendations: The practice should look into purchasing some children’s toys to make the waiting area more child friendly; to improve toilet signage throughout the building; the practice could introduce a ‘you said, we did’ display to show the impact comments left by patients and the work of the PPG has had; to advertise the PPG and make patients aware on how to join it.

Manor Brook responded to some of the comments made with some clarification on the way the system works in the surgery.