Enter and view: Dalton Square Practice

Healthwatch Lancashire visited Dalton Square Practice, part of Lancaster Medical Practice, in September 2023. Overall, patients and staff were very positive about the service, describing a welcoming, responsive and patient-centred practice. The report highlighted extensive multidisciplinary services, innovative outreach work for seldom-heard groups, an active research programme and a strong commitment to improving access to healthcare.

The practice serves approximately 68,000 patients across the Lancaster Medical Practice group and offers access to a wide range of professionals including GPs, advanced clinical practitioners, pharmacists, social prescribers, mental health staff and health coaches. The team also runs targeted health events for groups such as refugees, autistic people, mothers and babies, helping improve access and engagement. 

Key Findings

• Patients generally reported positive experiences of accessing care and making appointments, whether online, by telephone or in person. 
• During the visit, patients were observed being seen promptly, including walk-in patients who were able to access GP support quickly. 
• Staff were described as friendly, professional, knowledgeable and responsive to individual needs. 
• The practice demonstrated strong support for people with additional needs through hearing loops, BSL interpreters, quiet rooms and reasonable adjustments for people with disabilities, autism and dementia. 
• Patients who provided feedback reported high satisfaction with care and communication.
• Staff reported good morale, strong management support, opportunities for development and a positive working environment. 
• The practice maintained an active Patient Participation Group (PPG) and was seeking to recruit a more diverse membership, particularly younger people and students. 

Areas for Improvement

Healthwatch identified several opportunities for improvement:

1. Provide a wider range of seating options in waiting areas to accommodate different mobility needs.
2. Improve visibility of management structures and named practice contacts for patients. 
3. Make complaints procedures more prominent and easier to identify. 
4. Continue developing and diversifying the Patient Participation Group.