Patient engagement at Shanti Medical Centre

Healthwatch Bolton undertook research on patient engagement at Shanti Medical Centre following the takeover of the practice by Bolton GP Federation. They spoke to 269 patients through surveys and engagement activities to understand preferences for appointments, communication, access to services and the future of the practice. 

Patients preferred appointments before midday, particularly between 7am and 10am, or after 5pm, while afternoon appointments were least popular. Most people wanted either same-day emergency appointments or urgent appointments within one or two days. Telephone booking was by far the preferred method of arranging appointments, followed by online booking, and 97% of respondents wanted text appointment reminders to continue. Patients also expressed a strong preference for being able to see a GP or nurse practitioner, although there was support for access to other professionals such as pharmacists, mental health practitioners and health improvement workers. 

The report found that accessibility was a key consideration for patients. Accessible buildings, translation services, parking, disabled parking and proximity to public transport and pharmacies were all seen as important. If the practice had to relocate, most respondents wanted it to remain close to its current location, with many stating that they would consider changing GP practices if it moved too far away. Many patients described the existing site as convenient and valued its links to other health services. 

There was strong enthusiasm for patient involvement, with 70% of respondents expressing interest in joining a Patient Participation Group. Healthwatch Bolton concluded that any future development of the practice should prioritise convenient appointment systems, accessible facilities, strong communication with patients and maintaining services within the local community wherever possible.