Enter and view: Hockley Farm Medical Practice

This is an Enter and View report by Healthwatch Leicestershire. Healthwatch representatives visited the Hockley Farm Medical Practice to assess the care delivered there.

Key findings include:

• The practice serves 11,200 patients
• There is no exterior signage displaying the practice name, opening hours or operational days.
• There are 39 telephone lines (32 main lines, 7 reception lines).
• Appointments can be made online, in person, or by calling the surgery.
• New AI-based triage system, Rapid Health, has been introduced.
• Urgent appointments available same-day or next-day.
• Well-maintained toilets, including disabled facilities with an alarm cord.
• Wheelchair and mobility scooter access throughout the practice.
• Hearing loop available; Braille signage on toilet doors.
• There is information on booking appointments online displayed, the complaints procedures can be found at reception, and out-of-hours services, or data privacy are available online.

There are recommendations in this report:

• Consider displaying practice opening days and hours at the entrance of the practice.
• Consider displaying out of hours information.
• Liaise with the ICB (Integrated Care Board) to address challenges faced regarding making improvements to the practice.
• Consider having signage directing patients to the practice reception to avoid confusion. 

There are no follow up actions in this report. The provider has responded.