Enter and view: The Wycliffe Medical Practice

Healthwatch Leicester and Healthwatch Leicestershire undertook an announced enter and view visit to Wycliffe Medical Practice.  They undertook a survey of patients and got 940 responses.

The Wycliffe Medical Practice has approximately 11,000 patients. 

The practice is based in a building which is shared with another practice. Clear signage helps patients distinguish between the two practices and avoids confusion. The reception area was clean, with accessible design, but lacked bariatric seating and a children’s play area. 

Appointments must be booked by phone or NHS App; the practice is not accepting walk-ins requesting to book appointments. 

Accessibility features include step-free access, hearing loop and accessible toilets.

Staffing includes 4 GP Partners, 5 salaried GPs and various clinical and support staff. 

The Patient Participation Group (PPG) is active and involved in gathering patient feedback via telephone WhatsApp groups. 

Care Bags are available at reception containing small toys and calming items

Nearly a quarter of patients said that it took them 16-60 minutes to get through to the practice by phone and 22% said they have used the telephone call back function. 

Comments were made about not being able to book appointments in advance. Nearly two in five said they were offered a same day appointment at the practice with a doctor. 

28% said the telephone service to book appointments was ‘good’ however 17% said it was ‘poor’. 

Comments were made on having better use of the NHS App. Nearly three quarters said face to face appointments was ‘excellent’ or ‘good’. 

Nearly seven in ten said the reception service was ‘excellent’ or ‘good’. Comments were made on staff being helpful and gave support when needed.

Over three quarters said the quality of medical care and treatment was ‘excellent’ or ‘good’.