Enter and view: Castle Medical Group

Healthwatch Lancashire undertook an announced enter and view visit to Castle Medical Group, Clitheroe on 22 February 2024.  They spoke to 18 people.

Healthwatch Representatives viewed facilities that were available at the medical practice. This included the two waiting areas, reception office and clinical rooms. The practice shares Clitheroe Health Centre with the Pendleside Medical group. At the time of the visit, the practice was running regular clinics and immunisations for newborn babies and toddlers. 

Overall, the feedback received from patients was positive with several patient responses describing satisfaction with the quality of care and the attitude of staff. Patients also praised the communications between the practice and themselves, citing the usefulness of text message reminders and how the process of making an appointment was quick and easy. 

Areas were patients expressed concern included how to use digital services such as Patchs. Healthwatch Lancashire Representatives were informed there was a dedicated member of staff who was a Digital Champion and available to provide support to patients as needed. Staff members described plans to facilitate an outreach event at the centre to provide patients the opportunity to ask questions they may have about using technology. 

Concerns were raised about the parking facilities explaining that it was not always clear who could use the car park. Throughout the visit staff members were observed to be kind, courteous and considerate towards the needs of patients. Conversations with staff highlighted that they felt like there was a good system in place to meet the needs of patients and that there were robust procedures in place to help patients overcome barriers that they experienced. 

 The facilities at the centre had recently been updated with a new patient alert system that called patients with an audible alert and informed patients where they needed to go for their appointments. Some elements of signage was observed to be in need of updating or standardisation but it was felt that there was a clear way to navigate around the practice.