Follow up visits to Sexual Health Services in Leeds

Healthwatch Leeds carried out a follow-up review of sexual health clinics across Leeds to assess whether improvements had been implemented following an earlier review in 2016. Healthwatch staff and volunteers completed 12 visits to four clinics, speaking with 146 service users and recording observations about clinic environments, signage, communication and waiting times. The review found some improvements, particularly at the Merrion Centre, but identified ongoing issues across several sites. 

Overall satisfaction with the sexual health service remained high, and many people praised the professionalism, friendliness and helpfulness of staff. Patients valued the convenience of local clinics, flexible access through walk-in services and the support they received from clinical and reception staff. The Merrion Centre showed the most notable improvements, including clearer signage, more opportunities for private conversations and helpful information displayed on waiting room screens. 

However, a number of recurring concerns were identified across multiple clinics. Problems included unclear signage, confusion about where to go on arrival, inconsistent booking-in systems and a lack of information about waiting times and delays. Privacy at reception remained an issue at some locations, particularly where waiting areas were shared or conversations could be overheard. Many respondents also reported difficulties booking appointments by telephone or online.

The Reginald Centre, Beeston and Burmantofts clinics were more likely to experience issues with signage, navigation and booking-in procedures. At Beeston and Burmantofts, patients also raised concerns about waiting area layouts, privacy and receiving little information about delays. At Burmantofts, the waiting area was described as crowded, with insufficient seating and an unclear ticketing system. 

Healthwatch concluded that while progress had been made since the earlier review, significant variations remained between clinics. Recommendations included improving signage, ensuring clear and consistent booking-in systems, providing regular updates on waiting times, maintaining opportunities for private discussions and reviewing appointment booking systems to make them more accessible and user-friendly. Leeds City Council welcomed the findings and committed to continuing to support and challenge the service to implement further improvements.