Enter and view: Preston Healthport Diagnostic Centre

Healthwatch Lancashire undertook an enter and view visit to Preston Healthport Diagnostic Centre on 23 January 2024 as part of a series commissioned by Healthwatch England to assess the service provided by community diagnostic centres.  They spoke to 14 patients, 4 relatives and 2 staff.

Overall patients were happy with the care they received when at the Diagnostic Centre and commented on how efficient the testing process was. The other main positive aspects highlighted were the ability to attend the appointment earlier, free parking, location and the flexibility in scheduling appointments. All patients spoken with had waited no longer than nine weeks for their scan, with eleven patients waiting less than four weeks for their appointment. 

Preston Healthport had three different car parks for patients to use and signage from the car park to the entrance. The entrance was accessible via a ramp and hand rail with an automated external door. The Reception area was open plan with the waiting area opposite the Reception desk. 

Signage around the Diagnostic Centre was clear and Dementia friendly signage used on bathroom doors. There was notice boards with information on around the waiting area and some leaflets to take away. 

When speaking with staff it was discussed that the Diagnostic Centre is undergoing some changes with all aspects of the centre including signage, clinician rooms and Reception area being modified and refreshed. The staff on the day of the visit had been brought over from the hospital to work on Reception. Healthwatch Lancashire Representatives were informed by Reception staff that there were only two ultrasound scanners in operation, at the time of the visit, which meant two patients every thirty minutes could be seen for a scan. 

Observations of staff and patient interactions were helpful and friendly and staff members were seen to be supporting patients who had a second language or who had come to the wrong place for their appointment. Patients were observed to be waiting a minimal time before being called for their appointment and were very complimentary of the care once they had been seen. 

After the visit was completed, Healthwatch Lancashire representatives held follow up conversations, over the phone, with a selection of patients to discuss their experiences once they had been tested. During these conversations patients explained they were happy with their experience at the Diagnostic Centre and would come back for future tests. All patients mentioned they were happy that they received their results that day and didn’t experience a long wait to speak with doctor or specialist about their results.

The report has ten recommendations on signage, car parking, improving facilities, including toilets, access to easy read information, the need for a patient alert system and meeting patients' communication needs.