Enter and view: Carlisle Healthcare - South Carlisle

Healthwatch Cumberland undertook an Enter and View visit to South Carlisle Medical Practice on 28 July 2026. The visit found that patients were generally satisfied with the care they received and spoke positively about communication with the practice, text reminders and the cleanliness of the premises. Many patients described staff and services in positive terms, although experiences of accessing appointments were mixed. 

The practice was observed to be clean, welcoming and accessible, with automatic doors, lifts, disabled parking spaces and multiple waiting areas. Healthwatch noted positive efforts to support patients with additional needs, including adjustments for people with hearing difficulties and the introduction of a pilot bus service to improve access to the site. However, some signage was difficult to read due to poor colour contrast, and there was limited variation in seating for people with mobility difficulties. 

While many patients reported being happy with appointment booking and communication, some experienced difficulties using the e-consult system or contacting the practice by telephone. Healthwatch also found that several patients were unclear about how to provide feedback or make a complaint. Overall satisfaction with care and treatment was positive, although one patient reported ongoing dissatisfaction with an unresolved health issue.

Healthwatch Cumberland recommended improving the accessibility of signage, promoting alternative routes to access appointments for digitally excluded patients, increasing awareness of feedback and complaints procedures, and reviewing seating options in waiting areas. The practice accepted the recommendations and reported that additional seating had already been purchased, while further improvements would be considered.