Enter and view: GP Extended Access Service

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Summary of report content

Healthwatch Lewisham undertook an Enter and View visits to the local GP Extended Access Service in 3 days in July 2019 as they continually receive feedback that GP appointments are difficult to access.    In total they spoke to 27 service users, six staff members and one family member.

Overall, Healthwatch Lewisham was impressed with the service provided at the GP Extended Access Service. Staff, patients and friends, family and carers all highly valued the availability of additional GP and nurse appointments in the borough.   Patients praised the quality of the treatment from clinicians and the ease of booking appointments with many extremely grateful to be able to book a same day appointment.

All patients they spoke to felt that they were treated with dignity and respect. They felt that the care and treatment they received met their needs. They would also recommend the Extended Access Service to their friends and family. The service is clearly rated highly by people using it and has an important role in helping to improve the quality of primary care.

Staff told Healthwatch that the Extended Access Scheme was an enjoyable place to work and nurses praised their team’s network. T

The report has a number of recommendations about information to patients, signage, communication, referrals, the environment and identification of staff.

There is a response in the report from the provider.

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General details

Local Healthwatch
Healthwatch Lewisham
Publication date
Date evidence capture began
Date evidence capture finished
Type of report
Enter and View
Key themes
Access to services
Booking appointments
Communication with patients; treatment explanation; verbal advice
Caring, kindness, respect and dignity
Staffing - levels and training
Service organisation, delivery, change and closure
Waiting times- punctuality and queuing on arrival

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Observation (eg Enter and View)
Survey
If an Enter and View methodology was applied, was the visit announced or unannounced?
Announced

Details of health and care services included in the report

Details of health and care services included in the report
Urgent primary care, including Urgent Treatment Centres, walk-in care, out of hours GP services, minor injury and treatment centres
Name of service provider
Lewisham GP Extended Access Service

Details of people who shared their views

Number of people who shared their views
34
Age group
Not known
Gender
Not known
Is the gender identity of people in the report the same as the sex they were assigned at birth?
Not known
Sexual orientation
Not known
Does this report feature carers?
Yes
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