Enter and view: Barton House Group Practice
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Healthwatch Hackney conducted an Enter and View visit to a General Practice, called Barton House, in December 2018.
The Enter and View representatives observed that: the internal environment was well spaced out and there was good signage throughout the building; facilities were clean and accessible; and the car park is not suitable for patients with mobility issues being dropped off at the practice. There was a lack of information for accessible information and the complaints procedure. Patients commented that: they were happy with the treatment they received but found to difficult to book appointment online and over the phone. Patients were unaware of the Patient Participation Group (PPG) and how to make a complaint.
The following recommendations were made by Healthwatch Hackney and included: The appointments system needs to be kept under continual review and improvements made to ensure that patients who are unable or do not wish to book online are not disadvantaged; Practice should take steps to ensure patients do not feel rushed during consultations so patients can fully express their needs and concerns; The practice may consider reviewing its current 5 minute appointment time and offer a longer consultation time to those who need it, for example to discuss more than one symptom; Patient Participation Group information should be displayed more visibly to ensure those patients who are not using practice’s website are also aware of the group; The Complaints procedure should be visibly displayed in the waiting area and the leaflet updated with the current practice manager’s details and the Independent NHS Complaints Advocacy service; and The Complaints form should be made available in the public waiting area and prominently on the website along with information on the local Independent NHS Complaints Advocacy service confidentiality and independence of patients concerns and complaints) along with information.
The service provider responded well and put together an action plan to be implemented in order to address these recommendations.