Enter and view: Thamesmead Medical Associates

Healthwatch Greenwich conducted an announced enter and view visit to Thamesmead Medical Associates, on 5 May 2017, as part of their scheduled visits to health and social care services to talk to service users and make recommendations where needed.

Thamesmead medical associates were based at Gallions Reach Health Centre and had a branch surgery at Heronsgate Medical Centre. According to the last CQC visit Thamesmead was rated ‘Good’. HW Greenwich team visited both the sites.

Heronsgate Surgery was a newer well-kept and maintained building with good external signage. It had an electronic sign in system and one accessible toilet. The reception staff were very friendly, kind and respectful. No hand sanitisers seen but a clearly visible comment box available.

Gallions Reach Health Centre was an older building with a tired décor but well maintained, clean and tidy. It also had an electronic check in available and an accessible toilet.

Patients noted that they were happy to attend either surgeries if necessary, but naturaly had a preferred site that was closer to their home. The benefit of having two sites was the increased likelihood of getting an appointment. Overall patients were happy with the ease of getting their medication and prescriptions.

The feedback given to the HW team about the surgery opening hours was positive, but patients did find it difficult to get emergency appointments to the point some queued outside the surgery from 7:00 am in the hope of getting an appointment the same day. No issues were voiced about waiting time and the doctors and nurses were praised for their treatment of patients and the time they give individuals. Patients felt informed and able to make decisions. Only one patient was aware of the PPG.

HW Greenwich made the following recommendations: Include hand sanitiser for patients at both GP surgeries; install better signage at Gallions Reach Medical Centre to show the locations of the toilets throughout the building; advertise the GP access hubs (out of hour services) which are available in the borough; would be good to display the names (possibly including photos) of staff at the surgery or the names of clinical staff on duty at each surgery; information about translation services and information being available in other formats should be displayed on a poster or flyer for patient’s attention; poster displayed or flyer available at reception informing patients about the PPG and how to join.

Thamesmead Medical Associates did not provide a response to this enter and view report.