North Road Surgery: GP Project

We conducted Enter and View visits to North Road Surgery, this was part of the wider GP project undertaken to identify both positive areas of practice and areas for improvement.
Pin showing North Road Surgery on map

North Road Surgery is located in Kew and has a total of 6,893 patients registered. The surgery received a huge influx of patients in 2012 as a result of the closure of Kew Gardens Surgery. The practice has one practice manager, five doctors (two permanent, two part-time and one semi-retired), one healthcare assistant, one practice nurse, seven receptionists and one practice secretary.

Summary

  • Patients are highly satisfied with their experience of the surgery and they singled out the high quality of care delivered by the whole staff team
  • Many patients said that they had confidence in the clinical staff, didn’t have any problems in discussing problems with them and felt empathy was shown by doctors towards their patients
  • The practice proactively promotes patient advocacy, ensuring that changes to the surgery are based on patient voices
  • They provided a diverse range of updated information for patients, which was clearly displayed on a table and on notice boards around the waiting room
  • The surge of patients diverted after the closure of Kew Gardens Surgery has presented the practice with a demand that outweighs capacity.
  • About half of patients we spoke to found it difficult to get an appointment when they needed on and were unsatisfied with the appointment booking system
  • The premises are too small for the number of patients attending the surgery and the practice is hoping to move to new larger premises to resolve this issue

Downloads

For further information please read our full report available below. 

Full Report

Reviewing GP services

In total we reviewed just under half the GP Surgeries located in the borough. Are you interested in reading the reports of the other GP practices we have visited?

Read the other reports

Share your thoughts

You can help make health and care services better by sharing your experiences and ideas.

Talk to us

Sign up for our email bulletins

We send out regular bulletins telling you what's going on locally and nationally in NHS and social care as well as 3-4 newsletters per year letting you know what's going on with Healthwatch Richmond and how you can get involved.

You can choose what we send you and can unsubscribe at any time from our communications.

Sign up for Newsletters & Bulletins