Enter and view: Gunnislake Health Centre

Healthwatch Cornwall carried out an enter and view visit to Gunnislake Health Centre on 9 March 2026. They spoke to 14 people. The purpose of the visit was to observe how the service operates, gather feedback from patients and staff, and identify areas for improvement. 

Observations showed that the premises were clean, well organised, and accessible, with clear signage and up-to-date health information displayed. Reception staff communicated clearly and managed patient flow effectively, and staff interactions were respectful and patient-centred, with appropriate support given to people with mobility needs.

Patient feedback was mixed regarding access to appointments. Some patients reported difficulties booking appointments and long waiting times, while others were satisfied with the system and felt care was responsive. Opinions differed on booking methods, with some preferring online access and others favouring telephone contact. 

Despite access issues, patients generally spoke very positively about the quality of care. They expressed confidence in staff, praised professionalism across the practice, and reported good communication and support from clinicians. 

Some concerns were raised about pharmacy and dispensing services, particularly around delays in obtaining medications, which caused frustration for certain patients. 

Staff described a supportive working environment but highlighted pressures such as workforce challenges, limited space, and high demand for services. They also noted difficulties balancing patient preferences for appointment types with available systems and capacity. 

The report made several recommendations, including reviewing access to appointments, ensuring a balance between online and telephone booking systems, improving support for digital access, addressing delays in dispensing medications, and exploring opportunities to expand capacity and staffing. 

In response, the practice acknowledged the feedback and confirmed actions to improve services. These included ongoing monitoring of demand and capacity, plans to expand the building, increased support for patients using digital tools such as the NHS App, and efforts to improve prescription turnaround times and communication. 

Overall, the report concluded that the practice is delivering good-quality care but faces pressures around access, capacity, and medication services, which it is actively working to improve.