Enter and View: The Riverside GP Practice

Healthwatch Hackney undertook an enter and view visit to the Riverside Practice on 25 September 2024.  They wanted to evaluate patient accessibility and to check whether the practice was still insisting on proof of ID and address when registering new patients.  They spoke to 13 people.

The Practice appeared tidy and clean, with a sense of calm and order. Patients described it as “well maintained”, “fresh”, “tidy”, “pleasant” and “welcoming”. They agreed that their overall experience is generally pleasant and all the patients Healthwatch spoke said they “would and have recommended the practice” to others.

The Practice strives to be accessible. Examples of accessibility include proactively offering interpreters; training all staff on learning disabilities (LD) and offering LD patients double appointments; being autistic-friendly and veteran-friendly. Additionally, the practice is flexible in accommodating patients’ needs regarding registration, booking appointment and repeat prescriptions. While they encourage patients to use online systems where possible, they are open to offering their services face-to-face and on the phone. On the other hand, Healthwatch noticed that the new patient questionnaire could be more user-friendly and clearer. Additionally, the Practice does not have a separate breastfeeding area, which patients told us “is important to maintain mothers’ privacy and dignity”.

The Practice has taken on board Healthwatch Hackney's recommendations about new patient registration, whereby no proof of ID or address are asked unless the patient wishes to access their records online. Additionally, a guide to patient registration has been created for staff and they are undergoing training to become a Safe Surgery, as recommended.

Patients are generally “satisfied” with the appointment booking system. They particularly appreciated the option to book appointments on the phone or in-person. 90% of patients are seen on the same day. Patients who wait longer generally acknowledge and understand that “the system gives priority to the most important cases first, as it should be”.

The Practice shares the reception and waiting area with The Clapton Surgery. Patients said that “privacy can sometimes be an issue when both receptions are in use at the same time”. All patients Healthwatch spoke to on the day found the check-in process “straightforward”. They also praised the reception staff for being “professional” and “friendly”.

Patients described staff as “responsive”, “prompt”, “attentive”, “helpful”, “tolerant”, “welcoming”, “quick”, “polite”, “understanding” and “welcoming”. This is a testament to the staff’s commitment to ensuring that “the practice runs efficiently, and patients are well looked after”.

Patients said that they are “satisfied” with the quality of care received, including how clinical staff takes the time to speak to them and ensure they feel informed about and involved in their care. However, despite continuity of care being encouraged, several patients expressed frustration over having to see different clinicians. In response to patient feedback requesting access to a female doctor, the practice have recruited one due to join the team the week after the visit.

The practice manager is open to gathering patient feedback and has shared examples of improvements made based on this insight. However, all patients Healthwatch spoke to did not know how to make a complaint or leave feedback.

Patients would like to see “clearer parking signs”; a “curtain at reception to create separation with the Clapton Surgery” and “for added privacy”; “a clock in the waiting room” and “a separate breastfeeding space”.

The report contains 6 recommendations and a response from the provider.