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Your spotlight on local services

Enter and View

Enter & View” is carried out under Section 221 of the Health & Social Care Act 2012. It imposes duties on certain health and social care providers to allow authorised representatives of local Healthwatch organisations to enter premises and carry out observations for the purposes of Healthwatch activity.

Healthwatch can enter certain health and social care premises to view the care being provided.  This includes premises such as hospitals, care homes and doctors surgeries etc.

Enter and Views can be announced or unannounced.

During the visit Authorised Representatives observe and speak to service users about their experiences of the visited home or ward in order to collect evidence of the quality and standard of the services being provided. We also speak to staff and relatives.

The next step is to write a report which gives an authoritative, evidenced based feedback to organisations responsible for delivering and commissioning services. Those responsible for the service are expected by law to respond back in 21 working days. The reports are then made public.

Laburnum Health Centre

Date of Visit: 01/11/2018
Date Published: 11/01/2019

Healthwatch representatives felt that this was a positive visit based on feedback provided by patients. The triage service seems to work well for the practice as well as reducing the waiting times that patients have to wait for  appointments.

Compared with other GP Practices that Healthwatch has visited, the waiting times  this practice are not as long. As representatives spoke with a tiny proportion of the registered patients, that consideration should be taken with some caution, given that there are recent negative comments about the service online.

Hedgemans Medical Centre

Date of Visit: 21/08/2018
Date Published: 01/11/2018

Healthwatch carries out Enter & View Visits to monitor services based on feedback received from the public. This year, one area of service that Healthwatch Barking and Dagenham is focusing on for patients’ experiences is local GPs.
This visit is part of a programme of visits and looks at areas of service that include:

  • Appointment Waiting Times
  • Consultation Times
  • Staff Conduct
  • Urgent appointments
  • Quality and standards of information

Tulasi Gp Practice Enter and View

Date of Visit: 11/06/2018
Date Published: 17/09/2018

Cherry Orchard Nursing Home

Date of Visit: 15/01/2018
Date Published: 11/05/2018

This visit was undertaken as a direct result of feedback received from individuals from the local area who knew people using this service.
The following areas were highlighted:
• Some residents not being changed quickly enough after soiling themselves – concerns about dignity.
• Residents often left to sit in an area with a TV on without any personalised activity to stimulate them.
• Availability of staff to support and respond to the needs of residents in a timely way.

Grove Surgery

Date of Visit: 17/11/2017
Date Published: 18/01/2018

This was an unannounced visit that was undertaken as a consequence of feedback and concerns raised about services at this GP surgery.      

Feedback received included:                                                                                                                                  

• Waiting times for a doctor's appointment could be up to 4 weeks.
• The consultation with the doctor was rushed and not long enough.
• Reports of rude, unprofessional behaviour from reception staff.

Oncology Department / Radiotherapy

Date of Visit: 18/09/2017 to 19/12/2017
Date Published: 21/12/2017

This visit was undertaken as a direct result of feedback from the local community. Overall the visit was postive with some areas of improvements. The hospital trust have welcomed the findings and have provided an action plan to deal with the areas highlighted. 



BanD Together Routemaster provides individuals and practitioners with a single tool that takes account of multiple or complex needs and delivers relevant and accurate signposting to appropriate services such as benefits, local agencies, and other support organisations.

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Contact details

Healthwatch Barking and Dagenham
Lifeline House
25 Neville Road 
Dagenham, Essex RM8 3QS
Tel: 0800 298 5331