Enter and view: Tulasi Medical Centre

This is an Enter and View report by Healthwatch Barking and Dagenham. Healthwatch representatives visited the Tulasi Medical Centre to assess the care delivered there.

Key findings include

• Respondents view the receptionists as both skilled and unskilled, with mixed reviews on their levels of helpfulness.
• Common issues include difficulty in getting appointments, perceived inappropriate medical advice from receptionists, and a lack of privacy at the reception desk.
• Interpretation services were not needed by the respondents.
• Most appointments are booked by phone, with significant challenges including long wait times on the phone and unavailability of slots.
• Same-day or emergency appointments are difficult to secure, often dependent on the patient needing to call the surgery precisely at 8 am.
• Patients often experience delays, ranging from 5 to 50 minutes when they arrive for their appointment.
• The waiting area is generally considered uncomfortable and small.
• Patients rarely see the same GP, which is a concern for continuity of care, as they must accept an appointment with any available doctor if they require it quickly.
• Respondents had mixed feelings about the time allowed to discuss issues with their GP; some feel rushed and unable to address multiple concerns.
• Trust and confidence levels in GPs vary, with some patients feeling unheard or rushed and some of them saying they can trust some doctors only.
• The majority of patients require repeat prescriptions, with occasional issues in obtaining medications promptly.
• The process of ordering prescriptions is generally understood, though some people encounter delays and miscommunication.
• Awareness of the complaint process is mixed; some know how to complain while others do not.
• Complaints that patients made had varying levels of resolution.
• 11 responses were taken from patients.
• 3 responses were taken from staff.
• The majority of respondents are aged 25 to 64, with a balanced gender distribution.
• Ethnic diversity includes predominantly White British/ English and Asian/Asian British Groups.
• Several respondents consider themselves carers and have disabilities or long-term health conditions.
• Most respondents are fluent or native English speakers.

There are recommendations in this report.

1. Good experience with reception staff is crucial for patient satisfaction. Healthwatch Barking and Dagenham recommend practice receptionists work on developing a welcoming and helpful culture when dealing with patients in difficult situations. Healthwatch would like to find out what programmes are in place to improve reception skills and what are the guidelines for reception staff signposting to treatment or other services. 

2. Healthwatch Barking and Dagenham recommend that the practice considers finding a way for patients to have some privacy if needed while speaking to the reception staff. 

2. Healthwatch Barking and Dagenham recommend the promotion of online booking services to manage live and telephone queues. Streamlining the appointment booking process is crucial and therefore implementing queue management systems and promoting online booking options may significantly reduce wait times, improve accessibility and reduce patient dissatisfaction. Authorised Representatives have not observed any posters that would advise patients how to book an appointment or contact the surgery online.

3. To ensure continuity of care and patient satisfaction, Healthwatch Barking and Dagenham recommend assigning patients to specific GPs wherever possible.

4. Healthwatch recommends considering how to involve patients in care decisions and the use of clear, plain language which can help to build trust and understanding between the patient and GP.

5. Healthwatch Barking and Dagenham recommend looking into the prescription process and improving communications with pharmacies to ensure timely access to medications for the patients. Healthwatch Barking and Dagenham also recommend ensuring that any changes to prescriptions are directly communicated with patients.

6. Healthwatch Barking and Dagenham recommend strengthening the complaint-handling process by making it transparent and accessible which will build confidence in patients that their concerns will be addressed. Authorised Representatives have not observed any guidelines displayed that would inform patients how to make a complaint.

7. Healthwatch Barking and Dagenham recommend the implementation of a system whereby the patient is notified if they face a long wait for the appointment when they arrive at the practice. 

There are no follow up actions in this report.