Enter and view: Vanbrugh Group Practice, The Greenwich Centre
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Healthwatch Greenwich conducted an announced enter and view visit to Vanbrugh Group Practice, the Greenwich Centre, on 27 June 2017, as part of their scheduled visits to health and social care services to observe service delivery, talk to service users and make recommendations where needed. This was a new site for the Vanbrugh Group Practice as it was previously located at Vanbrugh Hill Health Centre.
HW found the internal décor for the surgery to be clean, fresh, open and bright, with good contrasting colours. There were lifts and level access to the surgery. There was an electronic check in system and it was easy for the patients to have a confidential and private conversation with the receptionist if needed. The reception staff were friendly and open and there was a nice play area for children with books toys etc. A suggestion box was available. Commenting on the surgery’s opening hours, one patient said, “Very convenient as they have late appointments which I can get after work.”
The feedback received about the treatment from all surgery staff was very positive. Patients feel involved and informed. The poorer feedback on information received seems to be down to the length of appointments which is frequently an issue. The follow-ups that are carried out were praised by patients. HW representatives were pleased to note that the surgery advertises online booking services, interpretation/translation services and the availability of information in accessible formats. The information on the notice boards is up to date and very well displayed. Overall feedback received by HW Greenwich for this surgery was rated as ‘Good’ to ‘Excellent’.
Some of the recommendations made by HW were:
While the floor by reception is getting fixed, there needs to be a sign to warn patients of the potential trip hazard; online booking is available and information is displayed but when patients register for the online service they should receive more information on how to use it; show waiting times for appointments in the waiting arear or notify patients when the check-in at reception to manage patients expectations; information on how to use the online repeat prescription service would be useful to ensure patients are confident to use the system; would be good to introduce a ‘you said, we did’ display to show the impact of comments left by patients and the work of the PPG.
The surgery responded, “We were very happy with the report. We found the recommendations helpful and plan to put these into action where possible.” Vanbrugh Group Practice