Croston Village Surgery Patient Engagement Day

This Healthwatch Lancashire Patient Engagement Day report summarises feedback gathered from 29 patients at Croston Village Surgery during visits in August 2016. The surgery served approximately 3,222 registered patients, offered a daily morning walk-in service for same-day GP access, and provided online appointment booking and repeat prescription services. 

Healthwatch found the surgery to be clean, organised and accessible. The premises had level access, disabled toilet facilities, a waiting area with children's toys and health information, and adequate parking. Reception staff were observed to be friendly and professional, and patients were generally called for their appointments promptly after arrival. 

A notable finding was the popularity of the surgery's walk-in appointment system. Forty-five per cent of patients reported using the walk-in service to see a GP, while 38% usually booked by telephone. Very few patients used online booking. 

Most patients did not use online booking services, largely because they preferred not to use them rather than because of technical barriers. Only 3% regularly used online booking, while 90% did not use it at all. Many respondents simply stated that they preferred other ways of accessing appointments. 

Feedback on appointment access was extremely positive. No patients surveyed reported difficulties obtaining same-day or urgent appointments, and the majority also reported no problems accessing routine appointments. Patients frequently praised the walk-in system and commented that it worked well compared with experiences they had heard about at other surgeries.

The appointment booking system received exceptionally high ratings, with 97% of respondents describing it as excellent. Patients commented that booking appointments was straightforward and that the practice provided a reliable and responsive service. 

Accessibility to the surgery was also rated highly. Most patients reported no difficulties travelling to the practice, finding parking, or reaching appointments. In addition, all patients surveyed found the surgery's opening hours convenient, including the extended Wednesday evening opening time. 

Feedback on the quality of care was overwhelmingly positive. Every respondent said they were happy with the staff, almost all felt listened to during consultations, and nearly all found the information provided by clinicians helpful. Patients repeatedly described doctors as caring, thorough, knowledgeable and reassuring. 

Overall satisfaction was extremely high, with 96% of respondents stating they were very satisfied with the care provided. Many patients described the surgery as excellent and commented positively on the unhurried and attentive approach of clinicians. 

The only significant issue identified concerned awareness of the Patient Participation Group (PPG). None of the patients surveyed had heard of the group, although some expressed an interest in becoming involved once informed about it. 

Healthwatch concluded that Croston Village Surgery was highly regarded by its patients, particularly for appointment access, staff attitudes and quality of care. In response to the findings, the practice agreed to improve promotion of the Patient Participation Group through posters and other communication methods, rather than relying mainly on its website and Facebook page. The practice also recognised the need to encourage greater use of online services.