Enter and view: Herne Hill Road Medical Practice

Healthwatch Lambeth undertook an enter and view visit to Herne Hill Road Medical Practice on 19 February 2025.  They spoke to 23 people.

Healthwatch found that the external and internal environments are accessible for most patients; minor adjustments will improve inclusive design for all. The waiting area is full of information and flyers, and gives a great opportunity for patients to be informed about the support available in the local area. 

Healthwatch found that the practice offers a welcoming, supportive service for patients. We observed that staff are very welcoming of patients when they attend the practice for an appointment. Patients spoke very highly of both the administrative and clinical teams. There were clear efforts to support and accommodate patients with additional needs. 

The shift to online appointment booking has been well received by many patients; however, it does present challenges for certain groups, particularly those with limited digital literacy. Healthwatch learned that staff are proactive in supporting patients who experience challenges by offering in-person and phone support. 

Patients are very happy with the quality of care they receive from the GPs. Many reported that doctors take time to explain treatment options clearly and involve them in decision-making. 

Staff feel very supported in their roles at Herne Hill Medical Practice and spoke highly of the open communications that exist across management, administrative and clinical teams. The practice staff regularly discuss patient feedback and opportunities to learn from the patient experience.