Enter and view: Clifton Medical Practice
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Healthwatch Lancashire undertook an Enter and View visit to Clifton Medical Practice in February 2017, based on feedback from 34 patients and observations of the practice environment.
The practice was found to be accessible, clean, and generally well organised, with good transport links, parking, disabled access, and shared facilities within a health centre. Reception staff were observed to be friendly and professional, although some queues formed at busy times.
Most patients booked appointments by telephone, and almost all did not use the online booking system, largely due to lack of awareness, limited digital access, or personal preference. Many patients also reported not receiving appointment reminders.
Access to appointments was identified as the main issue. A large majority of patients found it difficult to obtain urgent same‑day appointments, and some also struggled to book routine appointments. Patients frequently reported long telephone queues, limited appointment availability, and frustration at not being able to book appointments in advance, with the system largely requiring booking on the same day.
Overall satisfaction with booking appointments was mixed, with most respondents saying the system “could be improved” and some rating it as poor. However, most patients said the surgery’s opening times were convenient, although there were suggestions for more evening or weekend availability.
In contrast, feedback on the quality of care was largely positive. Most patients were satisfied with the care provided, felt listened to during consultations, and found the information they received helpful. Staff, particularly clinical staff, were generally rated positively, although some concerns were raised about reception interactions and difficulties seeing a preferred doctor.
Awareness of patient involvement opportunities was low, with most patients unaware of the Patient Participation Group and uninterested in joining, often due to time constraints.
In response to these findings, the practice stated that it planned to increase use of online booking, improve awareness of extended hours services, review and restructure the appointment system, and continue training reception staff in handling patient enquiries.