Enter and view: Sorsby Medical Centre

Healthwatch Hackney conducted an announced enter and view visit to Sorsby Medical Centre on 28 March 2017, as part of their routine visit to observe health and social care services being provided in the borough.

The HW team observed the practice to have a poor reception area (lacking privacy) and inadequate signs on main road. It was not fully accessible for wheelchair and pushchair and the toilets for the disabled were poorly maintained. The overall environment was clean and tidy, but the toilets were not clean. The display and announcement board to call the patient for their consultation was poorly positioned (couldn't be clearly seen by patients) and almost inaudible. HW team were told that many prefer to book appointments in person at reception desk rather than use telephone and online booking system.

Patients were not aware of the PPG although there was information displayed in the reception area.

HW Hackney made these recommendations:

The practice should review their phone appointment system to ensure more slots are available for patients calling to make an appointment

The practice should urgently address the outdoor door access issue so disabled patients no longer have to struggle to access the surgery.

Adjust the sound, timing and position of the consultation call up system so patients have more time to process the information.

The PPG should be publicised more effectively with more visible/prominent posters and promoted by GPs during consultations and on the website

The practice should consider redesigning the reception counter to make it more accessible for disabled patients by addressing restricted access to the waiting room and it should reintroduce a children’s space with books and toys.

Arrangements for immediate repairs to the toilets should be done to make them accessible , including an emergency alarm red cord that reaches the ground connected to a buzzer and a flashing red light, a wheelchair-height sink and hand dryer. Re-site the large recycle bin away from the toilet and review cleaning arrangements to ensure the toilets are cleaned regularly.

Update the website by adding an accessible font size option and creating a page with useful patient information (e.g. signposting and a prominent link to the practice complaint policy).

Provide leaflets and advice sheets in other languages.

Sorsby Medical Practice responded to these recommendations with action plans. The phone appointment system will be reviewed, and the outside doors had been repaired. They were looking into changing the call board and will try their best to promote the PPG. Introducing a children’s space was not an option they wanted to pursue. The website provider has been changed and cleaning arrangements reviewed.