Half Penny Steps Walk in Service: Patient, Public and Community Engagement

Healthwatch Central West London surveyed 315 people as part of a review of the Half Penny Steps Walk-in Service. Most users attended because they could not get a timely GP appointment, were not registered with a local GP, or found the service convenient due to its location, opening hours and short waiting times. Many users were younger adults, working people and parents with young children. 

The proposed closure and relocation of the service was unpopular. Just 22% supported the proposal, while 53% opposed it and 23% were unsure. The main concerns were loss of a convenient local service, difficulties for older people, disabled people, carers and parents, and worries about travelling to alternative sites such as St Charles. 

Although participants recognised potential benefits of GP Extended Hours Hubs, including access to GP records and evening and weekend appointments, awareness of these alternatives was relatively low. Many people were more familiar with NHS 111, A&E and Urgent Care Centres than with newer primary care services. 

Overall, Healthwatch found strong support for retaining a locally accessible walk-in service. Participants called for clearer information about urgent care options, improved access to GP appointments, better signposting between services, sufficient walk-in capacity at replacement services, and particular consideration of the needs of vulnerable groups if any service changes were implemented.