Enter and view: Lanchester Medical Centre

Healthwatch County Durham carried out an enter and view visit to Lanchester Medical Centre on 18 June 2018 to gather independent patient feedback and identify examples of good practice. During the four-hour visit, Healthwatch carried out 21 conversations with patients and staff using appreciative questions to explore positive experiences and areas for improvement. 

Feedback was overwhelmingly positive, with patients praising the availability of appointments, including same-day appointments and telephone consultations. Patients valued being listened to, treated with respect and having confidence in both clinical and reception staff. Many highlighted the professionalism, friendliness and empathy of staff, as well as specialist services such as the diabetic clinic, asthma clinic and chiropody service. 

Healthwatch observed a clean, modern and spacious surgery with a layout that supported privacy and accessibility. Patients appreciated the location, parking, appointment reminders and flexibility in how appointments were delivered. The main concerns raised related to the limited number and location of disabled parking spaces, difficulties experienced by some patients in rural areas with poor internet and telephone connectivity, the use of locum doctors, and the large amount of information displayed in the waiting area, which some people found overwhelming. 

Healthwatch concluded that patients were highly satisfied with the services provided and felt that the practice delivered a quick, efficient and patient-centred service. Recommendations focused on retaining the strengths of the current appointment system, reviewing disabled parking provision, improving the management of information displays, and recognising communication challenges experienced by some patients living in rural areas.