Enter & View: Grand Union Health Centre January 2024

This is an Enter and View report by Healthwatch Westminster. Healthwatch representatives visited the Grand Union Health Centre.

During the announced visit, Enter and View representatives engaged with 12 patients and 3 members of staff to gather feedback.

There are recommendations in this report:

1. Westminster Council should support the practice to designate a specific space for parking that is wheelchair-accessible to provide disabled patients more room to manoeuvre around their cars and/or put together, and take apart any other mobility aids, or wheelchairs they may be carrying. 

2. Include a dedicated children's play space, which is presently absent from the second and third floor waiting areas. 

3. Include a clear complaint box at the practice for patients who are digitally excluded. 

4. Provide functional screens, particularly for patients who are hard of hearing, to show the names of patients who are ready to be seen by staff. 

5. Provide an inbuilt hearing loop for patients who are hard of hearing. 

6. Provide flexibility for people who want to discuss multiple health issues at a single session and cannot double book, particularly during an emergency. 

7. To ensure social prescribing is used effectively among patients, it is important to provide patients with a variety of language in communication that informs them about available local services, as 
well as expand the local services offered in the community. 

8. Ensure that staff are trained and have the resources needed to support patients with mental health needs in feeling heard and included in their treatment. 

There are no follow up actions in this report, however the provider has responded to the recommendations.