Enter and view: Granville House Medical Centre, Accrington

Healthwatch Lancashire undertook an announced enter and view visit to Granville House Medical Centre, Adlington on 17 September 2025.  

Healthwatch representatives were shown around the Medical Centre by the Manager and Partner, who explained more about what services they offer and how patients check into their appointments. The Medical centre is on one level with a push door the entrance and a pull door to enter the GP with a bell to ring for assistance of needed. This then leads you straight to the reception area where patients can check in via a member of staff or a check in machine. 

There is a separate waiting area opposite reception where patients can sit and wait for their appointment. The seating is varied with different heights and sizes to meet different needs. There were also notice boards up for carers support, cancer support, drop-in sessions, PPG, friends and family feedback and staff information. 

There is a disabled toilet on entry into the Medical Centre for all patients to use. The Centre is over two floors but only the first floor is used by patients with the second floor being used by staff members. 

Healthwatch Representatives spoke with a range of staff and patients on the day of the visit and spoke about how they feel the Medical Centre is in terms of communication and accessibility. 

Staff were observed being courteous and speaking with patients in a calm manner. Staff came out to greet patients for their appointments and then took them through to the consultation rooms. Staff were observed to be speaking with patients whilst they were waiting for their appointments and checking they were alright or simply saying hello to patients. It was clear to see that the staff and patients knew each other well and engaged in conversation throughout the visit. Staff were observed to be greeting patients into the Medical Centre and telling them where to go and wait or helping them with their queries. 

Overall patient feedback was positive, with them mentioning that they find the Medical Centre friendly and has supportive staff members. Some improvements mentioned are around the new total triage systema and how that will impact patients. 

Staff feedback was positive, with many staff members commenting that they feel supported to do their role effectively and feel they have enough training to support their needs. Some areas for improvement included support around the new triage system and confidentiality of the main reception area.