Enter and view: Heatherbrook Medical Centre

Healthwatch Leicester and Healthwatch Leicestershire undertook an announced enter and view visit to Heatherbrook Medical Centre on 20 November 2025.  They surveyed 271 people.

 The practice serves over 3,700 patients, including care home residents, and operates from a small, single-storey building with step-free access but limited parking and space. 

Overall, the centre was found to be clean and tidy, with accessible features such as a self check-in system, hearing loop, and hand sanitiser. However, the waiting area was small and lacked certain facilities, including chairs with armrests, bariatric seating, and some key patient information such as the Carers Charter and social prescribing details. 

The appointment system was a major issue identified in the report. Patients can book appointments up to one week in advance, with urgent appointments available within 48 hours, and a small number of same-day emergency slots retained. However, many patients reported difficulty accessing appointments, particularly same-day appointments. Calls are handled at the practice only between 8am and 9am, after which they are diverted to an external call centre, which was a common source of dissatisfaction. 

Survey results from 271 patients highlighted widespread concerns about access. Many respondents reported long waits on the phone, with a significant proportion waiting between 16 and 60 minutes or longer. Only a minority of patients were able to secure same-day appointments when needed, and many were asked to call back later or were not offered an appointment at all. 

Despite these access issues, feedback on staff and clinical care was more positive. Around half of respondents rated face-to-face appointments, reception services, and overall medical care as good or excellent, with comments noting that staff were friendly and helpful. 

Key recurring concerns from patients included difficulty booking appointments (particularly online), challenges with the telephone system and call centre, and lack of continuity in seeing the same GP. Some patients also expressed frustration at being directed to other practices within the group rather than being seen locally. 

The report makes several recommendations to improve the service. These include reviewing appointment booking processes and call handling, improving the online booking system, increasing access to same-day appointments where possible, clarifying prescription processes, and expanding the information displayed in the waiting area. 

In summary, while Heatherbrook Medical Centre provides generally good clinical care and has helpful staff, significant improvements are needed to address ongoing issues with access to appointments, communication systems, and patient information.