Peel House Medical Practice Patient Engagement Day

The Healthwatch Lancashire report presents findings from a Patient Engagement Day conducted at Peel House Medical Practice in May 2016, during which feedback was collected from 44 patients about access to services, quality of care, and patient involvement. 

Overall, most patients accessed the practice by telephone to book appointments, and very few used online booking systems, mainly because they were either unaware of them or did not wish to use them. 

Access to appointments was identified as a key concern, as a large majority of patients reported difficulty obtaining same‑day or urgent appointments, often due to long telephone queues and the need to call early in the morning. Patients who worked found this particularly challenging, as they could not easily queue in person or remain on the phone. While routine appointments were sometimes easier to obtain, there were still inconsistent experiences and confusion about booking systems, including whether appointments could be booked in advance. 

Patient satisfaction with the appointment booking process was mixed, with some rating it as excellent but many feeling it could be improved or was poor. Feedback also highlighted concerns about reception staff, with some patients describing them as unhelpful or impersonal. 

In contrast, the quality of care provided by clinicians was generally rated positively, as most patients felt that staff were caring, that they were listened to during appointments, and that they received helpful information. All respondents reported being either satisfied or very satisfied with the care itself, although continuity of care was an issue due to difficulty seeing the same doctor consistently. 

The practice environment was found to be clean, accessible, and well organised, with good facilities such as disabled access and signage; however, reception capacity and self check‑in systems were noted as areas needing improvement.

Most patients reported no difficulty travelling to the surgery, and the opening hours were considered convenient by the majority, although evening access was seen as insufficient by some working patients. 

Awareness and engagement with the Patient Participation Group (PPG) were very low, with most patients unaware of its existence and uninterested in joining, often due to lack of time. 

The report concludes that while clinical care is generally well regarded, significant improvements are needed in appointment access, communication about booking systems, and patient awareness of engagement opportunities. The provider acknowledged these issues and proposed actions such as increasing reception staffing, improving communication, and promoting online services.