Enter and view: The Neaman Practice

Healthwatch City of London undertook an announced enter and view visit to the Neaman Practice on 13 February 2025.  They spoke to 8 people.

In general, staff communicate well with patients; receptionists give clear information to patients over the phone and doctors can explain matters to patients during their appointments. Patients told us that they feel listened to, and that staff take the time to understand their issues. Staff reflected this and said that they enjoy the patient interaction in their work. Indeed, this was the best part of their job for some. 

Despite multiple communication channels being in place, there are indications that a large part of the patient population is not fully aware of key information, such as the feedback and complaints process or the existence of the Patient Participation Group (PPG). Management and staff are making efforts to inform patients through digital screens, posters, and direct conversations, but some patients still report a lack of awareness. This gap raises concerns that crucial changes, such as the new booking system, may not be fully understood by all patients, leading to frustration when they attempt to access care. 

The transition to a triage-based appointment system has been viewed positively by most. Healthwatch have heard there has been an improvement in accessibility, efficiency, and patient prioritisation. The system ensures that those requiring medical attention receive an appointment within 72 hours while also directing others to alternative healthcare professionals such as pharmacists or physiotherapists where appropriate. Additionally, it allows for GPs to manage who needs an appointment urgently as cases are assessed as they come in and triaged to the most appropriate healthcare professional. Patients report more timely responses since the new system was introduced, and greater flexibility in meeting their healthcare needs, now that they can complete the form online. 

There have, however, been some issues regarding communication about these changes, as patients were left unaware of the switch to a triage-based system, which caused some confusion. The practice worked with the reception team and Healthwatch City of London to rectify this, and ensure that patients were aware, as well as assisting them, to use the new system. This is still a work in progress, and we will monitor the feedback we receive regarding the triage system to assist the practice in improving this if needed. 

Within the surgery, there are three waiting areas, the rooms are well lit and there is ample seating. There are various leaflets and posters around the practice, advertising different services and changes. There are two lifts as well as stairs which are signposted from reception. 

Despite this, Healthwatch observed several issues with the environment at the practice . These include a lack of clear directional signage throughout the building, unclear opening hours outside the practice, and their complaints procedure which wasn’t displayed. Healthwatch were also told that the lifts are unreliable and often break down, having a severe impact on patients who rely on them. 

There is a thorough training pathway for all personnel. This differs for GPs and other staff but covers the same practice induction. This includes reading policies, shadowing other staff to understand each role and mandatory training e.g. safeguarding, fire safety. All staff regularly complete refresher courses and have the option to complete additional training where available. Staff report feeling supported by management and can discuss any issues or concerns when needed. Staff can request additional support or training via their line manager, and this is discussed during their review meetings on a regular basis to see if there was anything that would help them in their role.

Some staff felt there was a need for more training face-to-face as much of it is online currently. In-person training can be a beneficial learning style and helpful for where a more practical approach is needed. Staff also said that they would like to see more team-building activities.