Enter and view: Dishley Grange Medical Practice
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Healthwatch Leicester and Healthwatch Leicestershire undertook an announced enter and view visit to Dishley Grange Medical Practice on 23 November 2025. They undertook a survey, reaching 455 people.
Observations
Dishley Grange Medical Practice operates across two sites, serving over 8,000 patients. Healthwatch visited only the main location at Maxwell Drive Surgery.
The premises were clean, spacious and well maintained, with good accessibility, including step-free access and ground-floor facilities.
Between 8am and 9am, incoming telephone calls are handled by the practice reception team; after 9am, calls are directed to an external call centre in India. Online appointments are available to book from 6.30am. There was a high rate of Did Not Attend (DNAs) across all appointment types, including GP visits and blood tests.
Health information leaflets were available near the entrance; feedback box and notices at seating area. The patient notices cover complaints, dementia care, and ‘Right Care – Right Place’ but mostly in small fonts. There was no information on appointment procedures, Carer’s Charter, or data privacy.
Survey findings
125 (28%) of patients said that it took them 16-60 minutes to get through to the practice by telephone with 87 (19%) of patients said they used the call-back function. Comments were made about ‘difficulty’ with booking appointments and not being able to book appointments using the online system. Comments were made where patients highlighted issues with the call centre, stating that some call handlers were perceived as rude and unhelpful.
The last time a patient requested an urgent-same day appointment, 57 (18%) of patients said they were offered a same day appointment at the practice with a doctor, however 112 (35%) of patients said they were asked to call back later or the following day and (83) 26% were not offered an appointment or any of the alternatives listed.
145 (39%) patients have rated the practice opening hours as ‘Excellent’ or Good’. • 193 (43%) patients have rated the Reception Service as ‘Excellent’ or Good’.
296 (46%) patients have rated the quality of medical care and treatment as ‘Excellent’ or Good’. Comments were made about staff being kind and helpful.