Enter and view: Well Street Surgery

Healthwatch Hackney visited Well Street Surgery on 21 October 2024 following concerns raised by a People Feedback Panel about patient experience at this surgery. During the visit, Healthwatch Hackney spoke with 10 patients, the surgery manager, the reception coordinator and a member of the clinical team.

The report covers: accessibility, appointments booking, patient interactions with reception staff, quality of care, privacy and dignity, and the patient voice. Seven recommendations were made: adjust the emergency cord in the disabled toilet so that it reaches the floor; add signage on the reception desk directing wheelchair user patients to the lower counter at the far end of reception; reinforce a culture of professionalism to improve the quality of interactions between patients and reception staff; ensure compliance with NHS guidelines on accessing interpreters; prioritise consistency in patient care; expand and strengthen the Patient Participation Group; increase transparency in patient feedback and complaints.

Following the visit, Healthwatch Hackney held four meetings to discuss the report in detail and support the implementation of improvements. Well Street Surgery have adjusted the emergency cord in the disabled toilet, added signage on the reception desk directing wheelchair user patients, informed all staff on using Language Line for patients whose first language is not English, reviewed their policy on patient complaints and feedback, and reset staff accounts on Blue Stream Academy (online service offering online training courses for GPs).