Enter and view: Bannockburn Surgery

Healthwatch Greenwich undertook an Enter and View visit to Bannockburn Surgery on 19 January 2018. Overall, the surgery was found to be clean, well maintained and accessible, with patients reporting positive experiences of the service. The practice had previously been rated good by the Care Quality Commission, and feedback gathered during the visit reflected high levels of satisfaction. 

Patients spoke positively about access to appointments, opening hours and the treatment they received from GPs, nurses and reception staff. Those interviewed felt involved in decisions about their care, were satisfied with the information provided during appointments and reported that obtaining prescriptions was straightforward. 

Healthwatch identified several areas for improvement. Privacy at the reception desk was limited, staff names and photographs were not displayed, and translation services were not clearly advertised. Awareness of the Patient Participation Group (PPG) was low, and there was no clearly visible comments or suggestions box for gathering feedback from patients. 

Overall, Healthwatch concluded that Bannockburn Surgery was providing a good-quality service that was valued by patients. Recommendations focused on improving privacy, increasing visibility of staff information, promoting translation services and the PPG, and strengthening opportunities for patients to provide feedback.