Crane Park Surgery: Enter and View Report

Healthwatch Richmond is looking at patients' experiences of General Practice within the borough. This follows our October 2024 report on Patient Experiences of General Practice in Richmond. 

We visited Crane Park Surgery on the 3rd and 10th of June 2025. We spoke to 27 patients and 5 members of staff. 

We sent the report to the practice manager at Crane Park Surgery on Tuesday 26th August 2025 asking for any factual corrections and a response to our recommendations. Crane Park Surgery confirmed receipt of the report but did not provide a full response to our recommendations as they wanted to discuss their action plan with their Patient Participation Group. We received their action plan in December 2025 following their PPG meeting and have published it alongside the report below. 

Recommendations 

1. Enable online appointment booking system and promote this feature to patients.
2. Provide reassurance to Healthwatch Richmond that appointment lengths are monitored and processed are in place to mitigate knock-on effects of late running appointments.
3. Send communication to patients promoting public transport.
4. Reassurance should be send to Healthwatch Richmond about how patients' specify their preferred pharmacy.
5. Reassurance should be sent to Healthwatch Richmond around how cleanliness is monitored.
6. Update the practice leaflet leaflet with correct contact details for local services.