Enter and view: Keele Practice - revisit

Healthwatch Staffordshire undertook an follow-up Enter and View visit to Keele Practice on 27 February 2026. They were invited back by the service to investigate how changes made since their previous visit in January 2025 may have improved/affected the practice. 

Keele Practice operates as part of the North Staffordshire Combined Healthcare NHS Trust (NSCHT) and works within a wider network of practices and the local Integrated Care System. It serves approximately 6,900 patients, around half of whom are students, which creates fluctuating demand. 

The appointment system is largely based on PATCHs, an online and telephone triage tool, with requests processed centrally at another site. While some patients find it convenient, the system generated significant concerns, including difficulty using it, lack of flexibility in appointment times, communication problems, and errors such as mismatched appointment details. 

The practice environment was generally clean, well maintained, and accessible in parts, with good signage and facilities such as a hearing loop and disabled toilet. However, there are limitations, including restricted parking, no lift access to the upstairs waiting area, and some accessibility challenges for wheelchair users. 

Patient feedback was mixed. Many patients praised staff professionalism and friendliness, but concerns were raised about the loss of direct contact with the practice, reduced satisfaction since system changes, and frustrations with PATCHs replacing traditional booking methods. 

Staffing emerged as a major issue, with shortages, sickness absence, and delayed recruitment due to lengthy onboarding processes. Staff reported high pressure, low morale, and concerns about workload, as well as limited opportunities for team meetings due to operational demands. 

There were also serious concerns about communication between staff and senior management, with staff feeling that feedback is not acted upon and that decision-making is top-down. This has contributed to feelings of being undervalued and unsupported. 

Operational challenges included problems with triage systems (both PATCHs and Docman), unclear workflows, and administrative inefficiencies that could affect patient care. Staff also raised safety concerns about lone working, particularly reception staff closing the building at the end of the day.

Despite these issues, the practice provides additional benefits, especially around mental health support due to its integration with the Trust, and continues to meet required clinical standards such as long-term condition reviews. 

The report concludes that current systems and staffing pressures are negatively affecting both patient experience and staff wellbeing, with risks of fragmented care. 

A set of recommendations was made, including improving the PATCHs system, introducing more clinical oversight in triage, addressing staff shortages and safety concerns, strengthening communication, and involving staff more in decision-making. The provider acknowledged some issues and outlined planned changes, such as moving to clinically led triage and reviewing staffing and processes.