Enter and view: Great Lumley Surgery

Healthwatch County Durham carried out an enter and view visit to Great Lumley Surgery on 21 April 2017 as part of a pilot project to identify and share good practice from high-performing GP practices. During the four-hour visit, Healthwatch carried out 33 conversations with patients and staff and collected two additional surveys completed before the visit, giving feedback from 35 participants in total.

Patients were overwhelmingly positive about the surgery and frequently praised the availability of appointments, short waiting times and the ability to see the same GP. Many said they felt listened to by doctors, nurses and reception staff and valued the personal, community-focused approach of the practice. Patients described staff as friendly, helpful and professional, and highlighted the quality of follow-up care, communication and support for both physical and mental health needs.

Healthwatch observed a welcoming and efficiently run practice, with patients generally seen promptly and kept informed about waiting times. Reception staff were described as approachable and helpful, and patients appreciated being called personally by clinicians rather than using a digital display system. The main concern identified was a lack of privacy at the reception desk, where conversations could sometimes be overheard.

Healthwatch concluded that the practice delivered a high-quality, patient-centred service and that many patients felt there was little that needed to change. Key strengths included responsive appointment systems, continuity of care, strong communication and positive staff-patient relationships. Recommendations focused on maintaining these features, preserving the personal approach valued by patients, and continuing to support choice and continuity in access to GPs.