Enter and view: North Road Surgery

Healthwatch Richmond undertook an enter and view visit to North Road surgery on 22 and 27 April 2015.

• Patients are highly satisfied with their experience of the surgery and they singled out the high quality of care delivered by the whole staff team
• Many patients said that they had confidence in the clinical staff, didn’t have any problems in discussing problems with them and felt empathy was shown by doctors towards their patients
• The practice proactively promotes patient advocacy, ensuring that changes to the surgery are based on patient voices
• They provided a diverse range of updated information for patients, which was clearly displayed on a table and on notice boards around the waiting room
• The surge of patients diverted after the closure of Kew Gardens Surgery has presented the practice with a demand that outweighs capacity.
• About half of patients spoken to found it difficult to get an appointment when they needed on and were unsatisfied with the appointment booking system
• The premises are too small for the number of patients attending the surgery and the practice is hoping to move to new larger premises to resolve this issue