Enter and view: Trowbridge Surgery

This report summarises an Enter and View visit conducted by Healthwatch Hackney to Trowbridge Surgery on 26 November 2024, prompted by concerns raised by a Public Representative. The team spoke to 8 patients and 3 members of staff. 

Key findings: 
•   Trowbridge Surgery has significant accessibility barriers, including the lack of disabled parking, ramps, handrails, and automatic doors, along with narrow doorways and cluttered spaces, making it difficult for wheelchair users and those with mobility issues to access care.
•  The surgery's small, outdated, and cluttered environment makes movement difficult, compromises privacy, and restricts service expansion, creating a chaotic and unwelcoming experience for patients.
•   Patient feedback is mixed, with 59% of patients satisfied and 41% dissatisfied. The surgery manager is confident that things will improve when the migration to the E-consult is completed.
Patients praised reception staff for their friendly, efficient, and empathetic approach. However, there are ongoing issues with referrals, test result follow-ups, and arranging subsequent appointments. Feedback about clinical staff varied: some patients feel well-supported, while others report rushed consultations and are not fully informed about their health.
•  The surgery responds well to complaints but lacks visible information on how patients can provide feedback, leaving many unaware of the process.

Recommendations include improving accessibility for patients;  enhancing reception staff's professionalism and consistency in their interactions with patients; strengthening support for non-English speaking patients; addressing continuity of care for complex cases; expanding and empowering the patient participation group.