Enter and view: Lostock Hall Medical Centre

Healthwatch Lancashire undertook an announced enter and view visit to Lostock Hall Medical Centre on 7 November 2025.  They spoke to 19 people.

The Medical Centre has approximately 6,500 registered patients and offers a wide range of services, including GP and nurse appointments, mental health support, physiotherapy, diabetic and baby clinics, and a specialist menopause service delivered by two British Menopause Society‑qualified GPs. Appointments can be made by phone, online (for non‑urgent needs), or in person, with good availability of same‑day appointments.

Patients gave mostly positive feedback, praising the friendliness of staff, the clarity of communication, and the ease of accessing appointments. Some patients expressed concerns about inconsistent information when seeing different clinicians and about delays or issues with the referral process. Most patients had not considered making a complaint and felt satisfied with the quality of care.

Staff reported feeling well supported by colleagues and management, citing good morale, adequate training, and a positive team culture. Staff identified that patients sometimes struggled to understand the appointment system and felt that clearer explanations would improve the patient experience.

Observations showed that the centre is accessible, with level access, automatic doors, a spacious open‑plan waiting area, clear signage, and multiple clean and dementia‑friendly toilet facilities. A health pod is available for patients to check their weight, BMI, and blood pressure independently.

Three recommendations were made:

1. Introduce a dementia‑friendly clock in the reception area.
2. Provide physical Friends and Family Test forms and display feedback in the waiting area.
3. Improve communication to patients about how the appointment system works and why they may be seeing particular staff members.

The provider accepted all recommendations and outlined actions and timelines (February–March 2026) for implementing them. They found the report fair and helpful and noted that feedback about referrals and communication between staff will be reviewed within the clinical team.