Enter and View: Primrose Bank Medical Centre

This was an announced Enter and View visit undertaken by authorised representatives from Healthwatch Blackburn with Darwen who have the authority to enter health and social care premises, announced or unannounced, to observe and assess the nature and quality of services and obtain the view of those people using the services. The representatives observe and speak to respondents in communal areas only. They spoke to 13 patients and 5 staff where possible within the constraints of the GP surgery routine, people’s willingness, and ability to engage and access to people in public areas.

Primrose Medical Practice is located on Primrose Bank in the Larkhill/Daisyfield area of Blackburn. Patients Healthwatch spoke with found access to the practice easy, however it may be harder for patients travelling on public transport who have mobility issues due to be located on a hill. 

The practice is bright, clean and hygienic, however some areas may need review for accessibility for patients with mobility issues or dementia and there are some areas in need of maintenance. 

The website is informative however cannot be translated into different languages and patients we spoke with did not access it. There is a lot of patient information available at the entrance of the building and in the waiting room and on the corridors. However, some of this information is out of date and is only available in English therefore the practice might wish to consider reviewing and rationalising the information currently displayed. 

Patients felt that the staff are courteous and polite and that they had enough time with the doctor. However accessing appointments was raised as an issue by patients with some waiting a long time to get through on the phone and whilst patients could book appointments easily for children sometimes struggled to get an appointment for themselves. 

The practice is currently having to prioritise children and over 65s for appointments and signposts where appropriate to Pharmacy First. The practice has processes in place for both identifying and supporting more vulnerable patients. 

There was a sense amongst staff that increased patient education about the different roles within the practice and how primary care operates is needed. There was a lack of awareness amongst patients and some staff of social prescribing, the practice might wish to promote through the new care navigation roles.