Enter and View: The Greenwood Practice

In his Enter and View report, Healthwatch Havering visited the Harold Wood and Ardleigh Green branches of the Greenwood Practice in July and August 2024. The team spoke to three patients at the Ardleigh Green branch and only a few patients at the Harold Wood branch, as the visit was outside normal surgery hours.

The report describes a generally positive patient experience, while identifying areas for improvement. 

Both branches are accessible, with Harold Wood being clean and well-maintained, though its lift was out of service during the visit. Reception staff were found to be helpful, though training gaps—particularly in triaging patients—were noted. 

The hearing loop system was not operational or staff were unsure of its use, and the reception area raised concerns over patient confidentiality.

Patients were largely satisfied with appointment scheduling and found GPs friendly. However, DNA (Did Not Attend) appointments remain an issue. The practice is trialling a weekly appointment system to improve access. The check-in machine and TV at Harold Wood were non-functional.

Recommendations include improving staff training on patient triage and the hearing loop, addressing confidentiality concerns in open reception areas, and maintaining the front areas of both branches. 

Greenwood Practice acknowledged the feedback, agreeing to provide hearing loop training, and improve reception communication.