Enter and view: Stonebridge Surgery Longridge

Healthwatch Lancashire undertook an announced enter and view visit to Stonebridge Surgery on 24 May 2024.  They spoke to 13 people.

They viewed facilities that were available at Stonebridge Surgery. This included the waiting area, reception office and clinical rooms. 

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, citing the usefulness of text message reminders and most patients remarking how the process of making an appointment was quick and easy. 

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. 

The facilities at the centre had recently been updated with a range of seating available in the waiting room, redecorated clinic rooms and new flooring and décor in corridors. Some elements of signage was observed to be in need of updating or standardisation but it was felt that there was a clear way to navigate around the surgery.