Enter and View: The Wick Surgery
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Healthwatch Hackney undertook an enter and view visit to Wick Surgery on 11 February 2025. They spoke to 12 people.
Key Findings
The surgery offers online, phone and walk-in booking to ensure inclusive access. A new triage system and increased GP staffing aim to see patients within 3–5 days. Data-driven adjustments, including extra GP capacity on Mondays, help manage peak demand. While 44% of patients report a positive booking experience, 56% face challenges, especially with phone access during busy times. Staff training and patient education are ongoing to support the shift towards integrated care.
Staff are trained in care navigation and communication, with a focus on shared decision-making and a “people first” approach. Reports of staff rudeness have significantly declined, though some complaints about tone and helpfulness remain. 78% of patients were satisfied with reception staff and many praised long-term relationships with specific team members. While most patients shared positive experiences with clinicians, inconsistent continuity of care remains a concern, particularly for elderly patients who value familiarity with their care providers.
The surgery serves a diverse population, including non-English speakers, elderly patients and those with complex needs. Interpreter services, multilingual staff and accessible facilities support inclusive care. The surgery is a registered Safe Surgery and it accommodates homeless patients. Patients with disabilities benefit from home visits, extended appointments and accessible premises. Feedback from vulnerable patients was largely positive, reflecting a strong commitment to personalised and respectful care.
Feedback is collected informally and generally acted on when received but many patients said they had never been asked for their views, indicating an opportunity to strengthen patient engagement.
The report includes 5 recommendations about appointment booking, continuity of care, customer service, encouraging patients to feedback and patient information.