Enter and View: The Charnwood Practice

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Summary of report content

Healthwatch Leicester and Healthwatch Leicestershire undertook an announced enter and view visit to The Charnwood Practice on 23 January 2025.  They spoke to 243 people.

Located in Merlyn Vaz Health Centre, the practice serves 8,000 patients. Facilities include nine clinical rooms and a large administration office. There are space constraints due to additional staff (Mental Health Facilitator, Midwife, PCN staff), though shared rooms are available. 

There was clear signage inside and outside the building. The main waiting area was spacious, with additional smaller waiting areas. •

GPs use video screens to call in patients; nurses call them in person. The practice has cloud-based telephone system with queuing, though some patients abandon calls.  There are multiple booking options: online, in-person, phone (ring-back option), or email. 

Appointments are available up to 8 weeks in advance; emergency triaging done by GPs.  Additional clinical staff include a Midwife, Paramedic Practitioner, Physician Associate. First Contact Physiotherapist and Mental Health Practitioner.

 The practice does weekly care home rounds for Hayes Park and Evington Grange. 

Patients with additional needs receive individual assessments and have access to quiet-hour appointments. There is a Saturday clinic available at Primary care Network Main Site Spinney Hill Medical Centre.

Some patients appreciated the level of care provided and the support from doctors and nurses. Four in five patients said that it is ‘very easy’ or ‘easy’ to get through to the practice on the telephone. 

Comments were made on the prescription service, patients were having to travel down to the practice for repeat prescriptions, while some patients commented on missed items. 

Over nine in ten were ‘happy’ with who they had seen at the time of their appointment.  Three quarters were ‘completely satisfied’ or ‘very satisfied’ with their appointments. 

Nine in ten were ‘completely satisfied’ or ‘slightly satisfied’ with the reception service. 

Nearly nine in ten were ‘completely satisfied’ or ‘slightly satisfied’ with the quality of medical care and treatment at the practice.

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General details

Local Healthwatch
Healthwatch Leicester
Healthwatch Leicestershire
Publication date
Date evidence capture began
Date evidence capture finished
Key themes
Access to services
Booking appointments
Building, Decor and Facilities, including health and safety
Caring, kindness, respect and dignity
Communication with patients; treatment explanation; verbal advice
Consent, choice, user involvement and being listened to
Follow-on treatment and continuity of care
Privacy and confidentiality
Remote appointments and digital services
Service organisation, delivery, change and closure
Staffing - levels and training
Triage and admissions
Waiting for appointments or treatment; waiting lists for treatment

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Observation (eg Enter and View)
If an Enter and View methodology was applied, was the visit announced or unannounced?
Announced

Details of health and care services included in the report

Details of health and care services included in the report
General Practice (GP)

Details of people who shared their views

Number of people who shared their views
243
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