Enter and view: Manor GP practice

Healthwatch Waltham Forest undertook an announced enter and view visit to Manor GP practice on 27 and 28 June 2024.  They spoke to 13 patients.

The practice showed a commitment to supporting its diverse patient population. The availability of bilingual staff and interpreter services aimed to address communication needs, while allied health professionals, such as pharmacists and social prescribers, contributed to delivering holistic care. 

Feedback from patients included positive examples of compassionate and professional interactions, with some clinicians receiving praise for their attentiveness and support. However, challenges were noted, particularly around accessibility and communication. Patients with mobility issues faced difficulties due to the building’s layout and the absence of on-site disabled parking. Deaf patients reported communication barriers, including the reliance on phone calls without suitable alternatives. 

Digital tools, such as online booking systems and eConsult services, were underused, with many patients indicating a lack of confidence or support in navigating these platforms. The booking process also presented challenges, with reports of long phone waiting times and inconsistent handling of urgent appointment requests.

 Communication issues were identified, with some patients citing delays in follow-ups and inconsistent information from staff, which impacted their overall experience. 

This report outlines several key recommendations aimed at addressing these challenges. By improving accessibility, enhancing digital tools, and focusing on effective communication, the practice can build on its strengths to deliver a more inclusive, accessible, and patient-centred service. These findings provide an opportunity for reflection and development, ensuring the needs of the local community are met more effectively.