Enter and view: Clays Practice Health Centre

Healthwatch Cornwall undertook an enter and view visit to Clays Practice, Roche, on 23 March 2026. They spoke to 19 people. The purpose of the visit was to observe the environment, gather feedback from patients and staff, and identify opportunities to improve patient experience and service delivery. 

Overall, the practice serves approximately 13,500 patients across a main surgery and two branch sites. Observations during the visit found that the premises were accessible, clean, and well-organised, with clear signage, a functional self-check-in system, and supportive reception staff. Interactions between staff and patients were respectful and patient-centred. 

Patient feedback was mixed. Some patients reported positive experiences, highlighting helpful staff, good continuity of care, and efficient appointment booking in certain cases. However, many patients raised concerns about accessing appointments, particularly for blood tests, routine monitoring, and ongoing treatments. Difficulties included long waiting times, confusion about booking processes, and challenges coordinating care between primary and secondary services. 

There were also concerns about limited availability at branch surgeries, meaning some patients had to travel further than necessary. Feedback on appointment systems showed differing preferences, with some patients valuing online booking while others preferred speaking to staff directly. Issues with local pharmacy services, including medication availability, were also reported, although these were outside the practice’s direct control. 

Staff feedback highlighted pressures faced by the practice, including workforce shortages, increasing patient demand, and ongoing recruitment challenges. Despite these pressures, staff described a supportive working culture and noted efforts to improve services, such as introducing additional monitoring equipment and continuing to recruit clinical staff. 

The report makes several recommendations. These include reviewing appointment availability and staffing capacity, improving communication with patients, ensuring up-to-date information is displayed, enhancing access to branch surgeries, and improving coordination for blood testing and ongoing treatment pathways. It also suggests strengthening collaboration with local pharmacies and reviewing internal communication processes. 

In response, the practice acknowledged the concerns raised, particularly regarding appointment access and blood tests. It explained that staffing shortages at the time of the visit affected capacity but reported recent recruitment of additional nurses and support staff, which is expected to improve access. The practice also clarified its role in blood test processes, noted ongoing GP recruitment efforts, and expressed commitment to working with partners to address pharmacy issues. 

Overall, the report identifies a generally positive care environment with committed staff, but highlights significant challenges around access to services and capacity that require improvement