Enter and view: Durnford Medical Practice

Healthwatch Rochdale undertook an enter and view visit to Durnford Medical Practice on 16 September 2025. They spoke to 3 people.

The practice serves approximately 9,900 patients, and the visit aimed to assess patient access to GP services, appointment systems, and overall patient experience. 

Overall, the practice was found to have good physical accessibility, with automatic doors, a clean waiting area, and adequate seating. Patients were observed using the self-check-in system, and staff were available to support patients with digital tools such as the NHS App and PATCHS system. 

However, several issues were identified with access to appointments. Patients reported long waiting times, and telephone messages often stated that no appointments were available. Although calls were answered relatively quickly, there was no clear callback option for patients waiting in the queue. There was also some confusion about how to book appointments or access services such as video consultations and test results due to inconsistent information across the phone system and website. 

The visit highlighted concerns about communication and information for patients. Noticeboards were cluttered and not clearly organised, and important information—such as instructions for repeat prescriptions or car parking rules—was unclear. The car park arrangement, managed by a private company, was reported to cause problems for patients who risk receiving fines if they do not register their vehicle correctly. 

Patient privacy was another issue, as glass barriers at reception meant conversations could be overheard, and it was not obvious that a private room was available. In addition, some facilities and equipment, such as the waiting room TV and LED calling system, were not in use. 

The report also noted a lack of formal patient engagement, as the practice has not had a Patient Participation Group (PPG) for seven years, although it plans to establish one in the future. 

Key recommendations included improving clarity around repeat prescription processes, introducing or clarifying a callback function on the phone system, organising noticeboards more effectively, providing better information about the car park, ensuring consistent communication about test results, and setting up a Patient Participation Group. 

In response, the practice agreed to several recommendations, such as reorganising noticeboards, creating a private discussion option, updating their plaque, and working towards establishing a Patient Participation Group, although they disputed or clarified some findings (for example, stating that a callback function already exists). 

Overall, the report concludes that while the practice performs well in areas such as accessibility and staff support, improvements are needed in communication, patient engagement, and clarity of information to enhance patient experience.