Enter and view: Fairhill Medical Practice
Download (PDF 342.83 KB)Summary of report content
Healthwatch Kingston upon Thames undertook an Enter and View visit to Fairhill Medical Practice (Fairfield branch) on 20 October 2015. The visit involved speaking to 21 patients and observing the practice environment.
Overall, the findings showed that patients were generally satisfied with their experience at the practice. Most patients reported short waiting times, felt they had enough time with the doctor or nurse, and said they were treated with dignity and respect and involved in decisions about their care.
In terms of access, just over half of patients said they were able to book appointments with their preferred doctor or nurse, and most were able to get an appointment when needed. However, some patients were unaware of or experienced difficulties using the online booking system.
Feedback about reception staff was mixed. While many ratings were positive or average, some patients reported negative experiences, such as staff being perceived as rude, lacking empathy, or not maintaining privacy.
The practice environment was found to be generally clean, tidy, and well-lit, with useful facilities such as a check-in screen and a blood pressure machine. However, several issues were identified, including limited accessibility (such as steep stairs and unsuitable seating), lack of a water dispenser, and shortcomings in the toilet facilities, such as missing handrails and an inadequately fitted toilet seat.
Although information leaflets were available, patients suggested more information was needed on certain topics, and online registration information was not clearly displayed. Staff interactions with patients were mostly appropriate, though some observations suggested room for improvement in communication and friendliness.
The report concludes with recommendations to improve facilities, accessibility, patient information, and staff interaction. Suggested actions include installing a water dispenser, improving the toilet facilities, increasing and improving information displays, providing more accessible seating, and enhancing the quality of staff engagement with patients.
Overall, while patient experiences were largely positive, the report highlights several practical and interpersonal improvements that could enhance the quality of care and patient satisfaction at the practice.