Enter and view: Kew Medical Practice

Healthwatch Richmond upon Thames undertook an enter and view visit to Kew Medical Practice on 31 July 2023 and on 2 August 2023. During the visits, they spoke to seven patients and six members of staff.

Staff

The findings of this report reflect the patients’ positive experiences with all the staff at the practice. The staff give the sense of a warm and healthy teamwork environment with an open door policy which allows for career development and training opportunities.

Appointments

Staff and patients view the availability of appointments differently. Whilst staff said that appointments were bookable on the same day or the following day, some patients said that they had long waiting times between booking and attending appointments. This is supported by the appointment data and 2023 GP Patient Survey. 

Premises

Healthwatch Richmond upon Thames’s observations did not provide sufficient assurance on the decorative order, cleanliness or accessibility of the practice, particularly on the ground floor. In regards to the decorative order, the practice manager stated they will review this at the next audit.

Whilst staff said the patients could speak to receptionists in private, patients did not appear to be aware of this and more could be done to promote this opportunity to patients. The practice have acknowledged this and reminded reception staff to better promote the option to speak to receptionists privately.

The report contains recommendations.