Enter and view: Straight Road

This Healthwatch Havering Enter and View report summarises a visit to Straight Road Doctors' Surgery (Dr Gupta and Dr Prasad) in Harold Hill in November 2016. The visit formed part of Healthwatch Havering's programme of visits to local health and care services to assess patient experience and identify opportunities for improvement. 

The surgery operated from a converted house that contained reception, waiting and clinical areas on the ground floor and office space upstairs. Healthwatch found that the building was functional but in need of refurbishment, with decoration and carpeting appearing worn. The premises had wheelchair access via a ramp, although the ramp was considered steep, and parking for patients was very limited. 

The reception and waiting areas were described as small, and there was little privacy for patients wishing to discuss confidential matters with reception staff. Information about support groups, GP hubs and walk-in centres was displayed, and arrangements were being made to introduce a hearing loop system for patients with hearing impairments. 

The practice was staffed by two part-time GPs supported by nurses, practice managers, a business manager and reception staff. Healthwatch observed that reception staff were friendly and knew many patients by name. The practice also provided medical cover for two nearby care homes and offered services including minor surgery, long-term condition management and telephone consultations.

Patients could access appointments through a system that included same-day emergency slots and some walk-in capacity. According to feedback gathered during the visit, telephone calls were generally answered quickly, although routine appointments could involve a wait of around two weeks. Repeat prescriptions were processed within 24 hours, and online services were available. 

The report highlighted several examples of good customer service. Healthwatch noted that staff appeared willing to "go the extra mile" for patients, including personally delivering letters to patients' homes and helping individuals cross the busy road outside the surgery when necessary. Complaints were reported to be rare and were generally dealt with promptly within the practice. 

Despite these positive findings, Healthwatch concluded that the building was too small to support the full range of services patients would expect from a modern GP practice. The limited parking, lack of space for prams and pushchairs, and accessibility challenges associated with the wheelchair ramp were identified as concerns. Healthwatch suggested that consideration be given to installing a bell at the entrance to allow patients who struggled with the ramp to request assistance. 

The report's main recommendation was that patients might benefit from closer collaboration or a formal merger between Straight Road Doctors' Surgery and the neighbouring GP practice, Ingrebourne Medical Centre, given their proximity and existing co-operation. Healthwatch believed this could help address space constraints and improve the range of services available to patients