Broad Lane Surgery: GP Project

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

Broad Lane Surgery is located in Hampton and has a total of 4500 registered patients. The practice has a GP partner and a salaried GP, a Managing Partner overseeing four administrative staff, a Practice Nurse and a Healthcare Assistant.

Summary

  • The surgery's environment was described as modern, light, airy, clean and recently decorated.
  • Most stated that they were satisfied with the appointment booking system, with negative experiences reporting needing to call early in the morning to book an appointment
  • Staff were generally viewed positively by patients, although there were some mixed comments. A small number of patients told us that one doctor had an inconsistent approach
  • Reception staff received mixed reviews from patients. We raised these concerns with the practice and were told any negative comments from patients were discussed with staff and training needs identified
  • The Patient Participation Group (PPG) appears to work closely with the practice and that PPG members feel fully supported and listened to

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