Enter and view: Seymour House and Lock Road Surgeries

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Summary of report content

Healthwatch Richmond upon Thames undertook an enter and view visit to Seymour House and Lock Road Surgeries on 10 and 11 June.  They spoke to 40 people.

The report looks at:

  • The internal and external environment, the building and its facilities
  • Booking appointments
  • Communication from the practice
  • Patients' experience of care
  • Patients experience of staff
  • Referrals
  • Prescriptions and medication
  • Feedback from staff about support, training, challenges and dealing with complaints

The report includes six recommendations and a response from the provider.

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General details

Local Healthwatch
Healthwatch Richmond upon Thames
Publication date
Date evidence capture began
Date evidence capture finished
Key themes
Access to services
Accessibility and reasonable adjustments
Administration (records, letters, results)
Booking appointments
Building, Decor and Facilities, including health and safety
Caring, kindness, respect and dignity
Cleanliness, Hygiene and Infection Control
Complaints
Communication with patients; treatment explanation; verbal advice
Medication, prescriptions and dispensing
Parking and transport
Referrals
Remote appointments and digital services
Service organisation, delivery, change and closure
Staffing - levels and training
Waiting for appointments or treatment; waiting lists for treatment
Waiting times- punctuality and queuing on arrival
Written information, guidance and publicity

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Observation (eg Enter and View)
If an Enter and View methodology was applied, was the visit announced or unannounced?
Not Known

Details of health and care services included in the report

Details of health and care services included in the report
General Practice (GP)

Details of people who shared their views

Number of people who shared their views
40
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