Enter and view: The Heron Practice
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Healthwatch Leicester and Healthwatch Leicestershire visited the Heron GP practice—St Matthews branch on 24 January 2025 to observe the facilities and operation of the service, as well as patient access. This was an announced visit. A total of 350 people completed a survey sent to registered patients of the Heron GP practice— St Matthews branch.
Observations during the visit focused on the reception and waiting area, appointment booking, accessibility, patient information, staffing and a patient participation group. The report notes that the practice faces several challenges and difficulties, including limited space and a lack of control over the premises to make improvements, staff recruitment and retention, and abuse of staff.
Patient feedback noted difficulties getting through to the practice on the phone and challenges navigating online systems. However, people were generally satisfied with their appointments, clinical and non-clinical staff, and the quality of care.
Healthwatch Leicester and Healthwatch Leicestershire made seven recommendations.