Enter and view: Broad Lane Surgery

Healthwatch Richmond gather information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch Richmond to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections.

Healthwatch Richmond visited Broad Lane Surgery on Thursday 12th October and Tuesday 13th October 2015.

The key findings highlighted areas in relation to patient feedback, staff feedback and observation.

The report contains 4 recommendations. Healthwatch Richmond recommended that practice staff should wear name badges to identify them. Healthwatch Richmond encourage the practice to consider the small number of negative experiences relating to staff attitude and to consider the cause and any appropriate action. Healthwatch Richmond noted discrepancies between the GPs listed on NHS Choices and those actually at the practice. The practice should be commended on their ability to communicate with 25% of their patient’s as Healthwatch Richmond have found that this is something that many practices struggle with. Healthwatch Richmond would welcome further information about how this is achieved so that we can share this good practice.