Enter and View: Porters Avenue Health Centre
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On 26th February 2019, Healthwatch Barking and Dagenham undertook an Enter and View visit to Porters Avenue Health Centre to find out patients’ experiences of local GPs. They spoke to local residents who use this service and decided to look at areas including appointment waiting times, consultation times, staff conduct, urgent appointments and quality and standards of information.
They spoke to 13 patients on the day of the visit and identified both positive aspects and areas of improvement at the practice. Positives included a Monday to Friday walk in service, adequate seating area, screens displaying patient names and rooms, patients satisfied with waiting times to get an appointment, the amount of time spend with GPs and staff attitude. Areas for improvement included better telephone service, waiting times when accessing the walk-in service, reception staff attitude and privacy within the waiting area.
The report made six recommendations highlighting privacy issues in the reception, encouraging people to use online booking systems, improve walk-in services and address receptionist’s attitudes towards patients. The report contains a response from the providers for all the recommendations.