Enter and view: Dr Joseph practice, Havering
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Findings:
• General appearance of the building was good and well kept with security cameras on the outside
• Reception Area was clean and tidy and furniture in good condition with decent decoration.
• No hearing loop or electronic check in system but there was a calling system for patients to see the doctor.
• Panic buttons were in every room.
• In Reception, a quantity of literature and information displayed the surgery opening hours differed from those quoted elsewhere and name of the Practice Manager was incorrect.
• Some out of date leaflets relating to an NHS England survey were piled on a table.
• No fire extinguishers evident or antiseptic hand gel dispensers.
• For cyber-security, a back-up system for IT was available.
Recommendations:
• Consider employment of another receptionist to have 2 available at all times, particularly to ensure that telephone calls are dealt with more efficiently.
• Patient Participation Group (PPG) be advertised and patients encouraged to join it.
• Hand gel dispensers be provided in Reception.
• Access ramp for people with disabilities be installed together with a self-opening door for their benefit.
• Practice opening hours and out-of-hours services clearly advertised.
• Names of the Duty Doctor and the Practice Manager be displayed.
• Family and Friends Surveys be carried out.
Since the visit took place, the practice has made the following improvements:
• A bank receptionist is now carrying out regular sessions and a new administrative staff member will work a couple of sessions to support the reception staff.
• The PPG has 6-8 members who meet regularly; their suggestions and recommendations are implemented in the Surgery.
• Hand gel dispensers in have been provided in reception, kitchen, patient toilets and staff toilets.
• Surgery now has disabled access where patents can ride mobility scooters and wheelchairs through the front door and into reception area.
• Practice opening hours are clearly labelled.
• Name of the Duty Doctor and Practice Manager are displayed on the front door.
• A Family & Friends Survey carried out.