Enter and view: Highgate Surgery

Healthwatch Sheffield carried out an Enter and View visit to Highgate Surgery, part of the Clover Group, which serves a diverse population with over 85% of patients from Black and Minority Ethnic communities. The practice was recognised for its commitment to meeting the needs of a multilingual population, particularly through the use of Urdu and Slovak interpreters and a registration health-check system for new patients. Healthwatch highlighted this registration process as a particular strength, helping both patients and the practice identify healthcare needs early and improve access to appropriate services. 

The main challenges related to access and appointments. The surgery operated a morning drop-in service, which some patients valued, but others reported long waits and difficulty securing appointments if they arrived later. Routine pre-booked appointments could involve waits of four to six weeks, and patients expressed concerns about the lack of a female GP and perceived instability in GP staffing. Staff explained that longer consultations were often required because many patients did not speak English as a first language, which reduced overall appointment capacity. 

Healthwatch found the practice to be clean, welcoming and generally well organised. Patients were positive about the quality of clinical care and described healthcare professionals as helpful and professional. However, awareness of online services, including appointment booking and repeat prescription ordering, was low. Patients also knew little about the Patient Participation Group and suggested communication could be improved. Feedback also indicated some frustration with telephone access, although a newly introduced queuing system was expected to improve this. 

Overall, Healthwatch concluded that Highgate Surgery was working hard to support a complex and diverse patient population. Recommendations focused on reviewing appointment systems, promoting online services and the Patient Participation Group, improving communication about missed appointments, and supporting staff with telephone communication skills training. The provider responded positively and confirmed that a new website and communication materials had been introduced to improve patient access and awareness of available services.