Enter and view: Parkgate Surgery Ormskirk

Healthwatch Lancashire carried out an enter and view visit to Parkgate Surgery in Ormskirk on 17 September 2026 to gather feedback on patients’ experiences of accessing and using the practice. Healthwatch spoke with 10 patients and five staff members and observed the environment, accessibility and interactions between staff and patients. The practice operates a total triage system and serves a diverse population, including older people, families, rural communities and students. 

Overall, feedback from both patients and staff was very positive. Patients praised the triage system, describing it as quick, efficient and easier than previous appointment booking arrangements. They also spoke highly of the reception team, highlighting their willingness to help with appointments, referrals and other queries. Staff were consistently observed treating patients with kindness, dignity and respect, and patients described the surgery as accessible, welcoming and supportive. 

Staff reported feeling well supported by colleagues and management, with manageable workloads and access to relevant training. Healthwatch found clear systems for gathering patient feedback, including a Patient Participation Group, feedback boards and "You Said, We Did" displays. However, some patients suggested improvements to communication about appointments, greater awareness of different prescription ordering methods, and clearer information about the role and availability of GPs. 

Healthwatch concluded that Parkgate Surgery provides a high standard of patient-centred care in a positive and supportive environment. Recommendations included introducing additional dementia-friendly signage and clocks, improving communication about prescription ordering options and appointment reminders, raising awareness of GP roles and appointment capacity, and providing further staff training on supporting patients with additional communication and accessibility needs.