Enter and view: Five Elms Surgery
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Healthwatch Barking and Dagenham undertook an unannounced enter and view visit to Five Elms Surgery on 15 September 2015. They spoke to 22 people.
Over the last 12 months – Healthwatch Barking and Dagenham has identified a trend of consistent, negative feedback from patients, about this GP service.
On the day of the visit, Healthwatch representatives found that patients were mostly positive in their views about the service and staff. The majority of people indicated that they were satisfied overall with how they are treated by the staff – a minority number of patients however, expressed their dissatisfaction, citing a general lack of empathy towards them at difficult times. One patient said they felt their needs had been trivialised by reception staff and the GP.
The GP Practice has undergone significant changes. Since May 2015, there has been the recruitment of another GP to replace a practice partner who left. The practice manager also left and has not been replaced. That job is currently being carried out as a dual role by the most experienced of the admin staff. In addition, the practice has 2 administrative members of staff who have been employed in the last 3 months. One of the staff is employed on an apprentice scheme and is currently receiving ongoing training.