Enter & View: Elgin Clinic January 2024

This is an Enter and View report by Healthwatch Westminster. Healthwatch representatives visited the Elgin Clinic GP practice.

During the announced visit, Enter and View representatives engaged with 10 patients and 4 members of staff including the practice manager to gather feedback.

There are recommendations in this report:

Strengths: 
• Appointment booking is convenient and flexible, allowing patients to book online, by phone, or at the reception during surgery hours. 

• Home visits are available upon request for housebound or terminally ill patients, and a triage system ensures timely access to care for urgent issues. 

• There is a suggestion box which is visible near reception to post feedback. 

• Large seating space in the waiting area, good for social distancing. 

• There is an accessible toilet available for patients. 

• All ten patients we spoke to on the day were overall happy with the service they were receiving. 

Recommendations for improvement: 

• Establish a clear point of contact for the named Practice Manager at Elgin Clinic, potentially by displaying staff structure with photographs alongside posters delineating clinical and non-clinical roles, facilitating patients' quick reference to staff members they may encounter. 

• Provide clear information regarding the complaints procedure to ensure all patients are aware of how to raise concerns or issues, potentially by implementing a Compliments, Comments, and 
Complaints box for easy access. 

• Improve accessibility for patients with disabilities by implementing an accessible notice board positioned at eye level for individuals in wheelchairs, ensuring they can easily access information about available services. 

• Look into having two automatic doors instead of just one, to allow better accessibility for wheelchair users or anyone with a mobility issue or baby pram. 
 

There are no follow up actions in the report, however the provider has responded to the recommendations.