Enter and view: Leyton Healthcare

Healthwatch Waltham Forest undertook an enter and view visit to Leyton Healthcare on 7 May 2025.

Patients spoke positively about the professionalism of staff, with many describing individual clinicians as attentive, respectful, and thorough. Staff were also commended for their commitment and the level of care they delivered under often challenging circumstances. The practice’s efforts to engage with patients through health promotion events and surveys were particularly noted as evidence of a patient-focused approach. 

The visit team gathered feedback from patients using a combination of interviews, observations at the point of care, and supplementary evidence provided by the service. Additional insights were obtained through an internal review of the practice’s website and operational materials, helping to contextualise patient feedback within the wider accessibility and communication framework. 

Patients generally described a positive experience of care, especially in relation to staff attitudes, the time taken during consultations, and the availability of additional services such as the Social Prescriber. The service’s commitment to inclusive access was demonstrated through its support for patients with learning disabilities, neurodiverse conditions, and long-term health needs.

 Flexible appointment models, face-to-face phlebotomy and health checks, and home visits for housebound or palliative care patients were highlighted as examples of good practice. The practice had taken steps to improve the booking process by implementing a hybrid model that allowed for both telephone and face-to-face appointments. While this model aimed to increase flexibility, some patients continued to experience difficulty accessing appointments via phone or online systems. Staff acknowledged these pressures and highlighted the growing administrative demand on reception and clinical teams, particularly during peak times.

The practice website offered some clear and useful information; however, observations identified several areas where the structure and accessibility of online content could be improved to better meet the needs of all users. Similarly, physical access to the premises presented challenges due to ongoing lift failures and other building-related issues, many of which were outside of the practice’s direct control. These environmental factors contributed to access barriers for patients with mobility issues or specific health conditions. 

Staff described the ongoing challenges they faced, including recruitment difficulties, limited space for consultations, and building maintenance issues. Despite this, they emphasised a strong sense of teamwork and a commitment to providing high-quality care. Multilingual staff, a responsive duty doctor system, and the presence of clinical and non-clinical leads for vulnerable patient groups were all cited as positive contributors to the overall service model. 

Overall, the visit team found that Leyton Healthcare demonstrated good practice in a number of areas. The practice showed a willingness to respond to patient feedback and implement changes to improve access and experience. Some areas, such as physical and digital accessibility, website usability, and mechanisms for ongoing patient participation, present opportunities for further enhancement. These have been reflected in the report’s recommendations.