Enter and view: Communitas Clinics - Ear, Nose and Throat

Healthwatch Hackney undertook enter and view visits to the Ear, Nose and Throat (ENT) community service delivered by Communitas Clinic at the Lawson Practice and the Nightingale Practice on 15 and 26 March 2025.  They spoke to 20 patients.

Appointment booking is primarily done by phone, allowing staff to identify accessibility needs and arrange additional support where necessary. While staff at the host sites highlighted the need for better electronic integration with NHS systems to reduce reliance on paper lists and improve efficiency, patients described the booking process as easy, quick and straightforward.

Reception staff are employed by the host GP practices rather than Communitas Clinics. Patients spoke positively about their experience with receptionists, describing them as friendly and helpful. However, short-notice clinic cancellations can place strain on reception staff, who are left to manage patient expectations despite not being part of the ENT team. 

Patients consistently described their interactions with clinical staff as caring, professional and respectful. The team’s attention to patient needs helpsreduce anxiety, especially during unfamiliar procedures. Patients also praised clinicians for taking the time needed and adjusting appointment lengths to suit individual needs. This patient-centred approach contributes to the clinic’s strong reputation for quality care.

The clinic takes active steps to support vulnerable patients, including arranging interpreters, providing transport for those with mobility issues and offering non-digital communication options. While some barriers remain for digitally excluded patients on accessing information, staff are clearly committed to improving accessibility and ensuring all patients feel respected and supported.

The clinics face some operational challenges, including limited setup time, lack of a shared electronic booking system with the host GP practices, difficulties for healthcare assistants with accessing water and issues caused by late patient arrivals, all of which can disrupt clinic flow and place pressure on staff.

Communitas Clinics actively collects and reviews patient feedback through post-appointment surveys, using it to drive service improvements across the entire care pathway. Feedback is reviewed monthly and shared openly across all staff levels. Recent changes, such as offering surveys in multiple languages and inviting patients to leave contact details for feedback follow-up, reflect a commitment to inclusive, responsive care. Patient input has already led to practical changes like improved signage and clearer appointment letters, supporting the clinic’s ongoing focus on quality and patient-centred improvement.