Longton Health Centre Patient Engagement Day

Healthwatch Lancashire carried out a Patient Engagement Day at Longton Health Centre on 8 and 14 June 2016, gathering feedback from 84 patients about access to services, quality of care, and patient involvement. The health centre had approximately 10,925 registered patients and was observed to be clean, organised, accessible, and staffed by professional and friendly receptionists, although privacy at the reception desk was noted as a concern. 

Most patients booked appointments by telephone (57%), while only 9% used online booking. Among those who did not use online booking, the main reasons were that they did not want to use it or were unaware that it was available. 

Patients generally found the surgery easy to access, with 97% reporting no difficulties getting to the practice and 97% saying the opening times were convenient. 

Experiences of booking appointments were mixed. While 63% rated the booking process as excellent, 62% said they found it difficult to obtain same-day or urgent appointments. Many concerns related to the surgery’s new telephone triage system, difficulties getting through on the phone, reduced ability to choose a preferred GP, and having to explain symptoms to reception staff. Routine appointments were viewed more positively, although 30% still reported difficulties obtaining them. 

The quality of care was rated highly overall. Eighty-four per cent of patients described staff as caring, 88% felt listened to during appointments, and 90% found the information provided by clinicians helpful. Overall satisfaction with care was very high, with 96% of patients reporting that they were satisfied or very satisfied with the care they received. 

Awareness of patient involvement opportunities was low. Seventy per cent of respondents had not heard of the surgery’s Patient Participation Group (PPG), and most of those who were unaware of it expressed little interest in becoming involved. 

Healthwatch Lancashire concluded that the surgery was generally providing a positive patient experience, particularly regarding care quality, staff attitudes, accessibility, and opening times. However, patients highlighted concerns about the appointment booking system, access to urgent appointments, continuity of care with preferred GPs, privacy at reception, and limited awareness of the PPG. 

In response, the practice stated that measures were already in place to improve privacy at reception, address concerns about the new appointment system, ensure urgent same-day needs could be met through telephone triage, support continuity of care where clinically appropriate, and increase publicity for the Patient Participation Group.