Enter and view: Blackheath Standard Surgery

Healthwatch Greenwich undertook an Enter and View visit to Blackheath Standard Surgery on 12 December 2017. Overall, patients described the practice positively and Healthwatch found it to be a well-run, clean and accessible service. The surgery was viewed as welcoming, with good public transport links, accessible facilities and generally high levels of patient satisfaction. 

Patients spoke highly of the GPs, nurses and reception staff, describing them as caring, approachable and supportive. Many commented positively on the quality of information provided during appointments and felt involved in decisions about their care. While some patients reported waiting longer than they would like for appointments, most felt clinicians took sufficient time during consultations and did not rush them.

The main concerns related to access and communication rather than clinical care. Some patients found it difficult to secure appointments or get through on the telephone, while awareness of out-of-hours services and the Patient Participation Group (PPG) was low. Healthwatch also noted the absence of hand sanitiser in waiting areas, limited child-friendly facilities, a lack of staff information displays and insufficient promotion of translation services and free Wi-Fi. 

Overall, Healthwatch concluded that Blackheath Standard Surgery provided a good-quality service with staff who were highly valued by patients. Recommendations focused on improving patient information, promoting feedback opportunities and the PPG, enhancing waiting areas and making support services more visible and accessible.