Enter and view: Burnley Group Practice St Peter's Centre

Healthwatch Lancashire undertook an announced enter and view visit to Burnley Group Practice on 25 June 2024.  They spoke to 22 people.

Overall, the feedback received from patients was positive with several patient responses describing satisfaction with the quality of care and the attitude of staff. Patients also praised the communications between the surgery and themselves, describing the usefulness of text message reminders and most patients remarking how the process of making an appointment was quick and easy. 

However, some patients raised concerns about delays in the appointment making process, commenting on how it can take some time to get through on the phone at certain times during the day. One improvement that was suggested by patients, they would like to have more options to manage their care online. It was felt that this might help alleviate the need to ring the surgery in the morning if they could book an appointment online. 

Throughout the visit staff members were observed to be kind, courteous and considerate towards the needs of patients with some complex enquiries being handled in a sensitive manner. Conversations with staff highlighted that they felt the team was able to meet the needs of patients and that there were robust procedures in place to help patients overcome barriers that they experienced. Praise was given to the management team for the way that they support staff and how they are approachable if staff members need support.