Brierfield Health Care Centre Patient Engagement Day
Download (PDF 5.79 MB)Summary of report content
Healthwatch Lancashire carried out two patient engagement visits to Brierfield Health Care Centre on 13 and 28 June 2016. During these visits, staff and volunteers collected feedback from 28 patients about access to appointments, quality of care, and patient involvement.
The practice, operated by East Lancashire Medical Services Federated Practice, had approximately 3,697 registered patients and provided standard weekday opening hours. Observers found the surgery to be clean, welcoming, accessible, and well maintained. Reception staff were seen to be friendly and professional, and patients appeared to be called into appointments promptly.
Most patients booked appointments either by telephone (50%) or in person at reception (46%). Very few patients used the online booking system, with 93% reporting that they did not use it. The main reason for non-use was a lack of awareness that the service existed, although some patients said they did not want to use online booking or lacked computer access.
Access to appointments was the most significant concern raised by patients. Nearly seven in ten respondents rated their appointment-booking experience as poor or in need of improvement. Furthermore, 81% reported difficulties obtaining same-day or urgent appointments. Many patients described problems getting through on the telephone, often having to redial repeatedly or attend the surgery in person to secure an appointment. Some also reported long waits for routine appointments and frustration at not being able to see the same GP consistently.
Despite concerns about access, most patients were positive about the care they received once they obtained an appointment. Sixty-four per cent described staff as very caring, 68% said they felt listened to during consultations, and 67% found the information provided by clinicians helpful. Overall, 83% of respondents were either satisfied or very satisfied with the care provided. However, some patients felt that difficulties accessing appointments negatively affected their overall experience of care.
Most patients reported no difficulties reaching the surgery, and 88% said the opening hours were convenient.
Patient involvement appeared limited. Only 4% of respondents had heard of the surgery’s Patient Participation Group (PPG). However, over half of those who were unaware of the group indicated that they would either be interested in joining or might consider doing so.
Healthwatch Lancashire concluded that while patients generally valued the quality of care and professionalism of staff, there were significant concerns about appointment availability and telephone access. The report also highlighted low awareness of both online booking services and the Patient Participation Group.
In response, the provider acknowledged difficulties with telephone demand during peak periods and committed to increasing promotion of online booking and the Patient Participation Group. The provider also explained that it had already increased telephone capacity, maintained pre-bookable appointments up to six weeks in advance, and regularly reviewed its appointment system to maximise access.