Enter and view: Hoxton Surgery
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Healthwatch Hackney conducted an Enter and View visit to Hoxton Surgery, on 26 June 2017, to follow up on comments from service users received during routine comment collections across various health venues in Hackney.
The Healthwatch Hackney Enter and View Authorised representatives spoke to 19 people during the visit and found that most patients were happy with the service overall. A small number of patients said there was one particular Doctor who they did not feel comfortable with however, none had made a complaint and instead made sure they had appointments with different GPs.
The report stated that many patients appeared unaware of the process and procedure for registering comments and making complaints although the details were provided on the website and displayed in the reception area.
The visiting team noted that the Surgery ran regular twice weekly Turkish clinics to cater for the high number of Turkish patients although it was observed that leaflets displayed were only offered in English.
The report made eight recommendations including asking the Surgery to provide leaflets and advice sheets in languages other than English, and that they consider patient-led/patient focused training for all clinical staff in the practice to improve the consistency and quality care that patients receive from practitioners.
The Surgery responded positively to the recommendations with actions against them either completed, or a timeline given, for each recommendation.