Enter & View Report: Willows Health Evington

This Enter and View visit to Willows Health Evington was conducted by Healthwatch Leicestershire to gather patient views, observe how the service operates, and assess accessibility. The visit was announced in advance, and staff provided access to communal areas. To reach a wider number of patients, the practice sent a text message invitation which generated 108 survey responses, forming a substantial part of the evidence base. The aim of this work was to understand patient experience, highlight strengths, and identify areas requiring improvement within the practice.

Key findings show that the practice is clean, fully accessible, clearly signposted, and supported by multiple appointment‑booking routes, including the NHS App, website, phone and in‑person requests. Patients reported mixed experiences: while many praised same‑day access and rated opening hours, reception services and medical care positively, others highlighted long phone waits, difficulty booking appointments, and frustration with the call‑centre system. Staff were described as helpful, but recruitment challenges and reliance on locums affect continuity of care. Communication materials, translation support and availability of health information were strong overall, though facilities such as the disabled toilet require adjustments.

Recommendations focused on improving access to appointments and telephone services, fixing accessibility issues, increasing direct contact with practice staff, and ensuring patients can book further in advance. Outcomes of these recommendations were not yet reported.