Enter and view: Allerton Road Medical Centre

On 11 June 2025 and 29 September 2025, Healthwatch Hackney conducted an Enter and View visit to Allerton Road Medical Centre, prompted by a conversation with the Practice’s Patient Participation Group (PPG). They spoke with 14 patients, the practice manager, two clinical staff members and the lead receptionist. 

There are multiple ways to book an appointment, including online, in-person or on the phone. Patients describe a mixed experience, with some saying the process is “easy” while others “really bad.” Long waiting times to see a doctor are mainly due to the recent retirement of a long-standing GP, which has led many patients to prefer booking with another well-established doctor rather than the newly hired practitioners. 

Patients shared mixed views about reception staff. Some described them as helpful and friendly, noting that they “always try to help,” particularly in-person. Others, however, felt that phone communication could be improved. 

Patients have varying perspectives on the quality of care at the practice. Some spoke positively about their clinicians explaining their concerns were addressed, while others reported feeling rushed and unable to see the same practitioner. 

Translation services are not always proactively offered to patients whose first language is not English and the electronic check-in system only works in English. Healthwatch observed this ourselves during our visit, when reception staff were unable to access Language Line, making communication difficult for a patient with very limited English who was trying to register. 

Healthwatch heard from the Practice Manager that they work hard on gathering and addressing patient feedback. The practice also works closely with an active Patient Participation Group (PPG), implementing changes and improvements based on its suggestions. However, two thirds of patients Healthwatch spoke to said they were unsure how to provide feedback.

Staff described a strong sense of teamwork and belonging, often referring to the surgery as a “family-like” practice. They praised the supportive environment, flexibility and investment in professional development. However, the close-knit culture also presents challenges, as informal dynamics can blur lines of accountability. The Practice Manager’s loyalty to the team strengthens internal trust and collaboration. However, clear accountability lines would help ensure patient interests remain central.