Enter and view: Little Harwood Health Centre

Healthwatch Blackburn with Darwen undertook an announced enter and view visit to Little Harwood Health Centre on 19 June 2025.  They spoke to 21 patients and 5 staff.

Little Harwood Medical Centre is located in Little Harwood in Blackburn on Plane Tree Road. Patients Healthwatch spoke with found access to the practice generally easy, with most either driving or walking. Some patients find parking to be an issue on site and are unaware of the additional parking around the corner, with some stating that they parked on the mosque car park next door. 

The practice is bright, clean and hygienic and there is up to date patient information displayed well on noticeboards throughout the practice. However, there could be further displays on cancer screening uptake, particularly cervical screening. The website is informative, and we noted that it has accessibility functions built into it including a choice of languages. 

Patients Healthwatch spoke with were able to get an appointment if urgent, but with difficulty in long queue times on the phone. Most patients however are able to see a doctor within a reasonable time. This has been recognised as an issue by the practice, and it is they continue to bring in measures to reduce the waiting time for appointments. 

Patients also generally found that they had enough time with the doctor, with the practice increasing the time with the doctor from 10 minutes to 15 minutes in January 2025. Patients said that staff were mostly friendly, however some had issues with receptionists. 

Staff Healthwatch spoke with felt supported in their roles and could speak with management if they had any concerns, with the practice manager having an “open door policy.” 

Representatives overall found the practice to be inclusive with a dedicated reception desk for wheelchair users and a quiet room for patients who require this. However, there are some issues with privacy at the reception desk, with waiting area chairs being close to the desk, as well some areas not being dementia friendly areas, such as the bathrooms.

 The overall atmosphere of the practice was observed to be comfortable, calm and welcoming, with a radio playing music in the background. The practice manager said that refurbishments were awaiting the green light to commence to improve patient experience in the practice. Plans to refurbish the waiting areas and other patient spaces are in progress. The practice gathers patient feedback to continue to improve experience, and which has been noted to have found a “noticeable behavioural change with patients.” The morale amongst staff in the practice was good.

There was a mixed response from patients, with some commenting on difficulties specifically with reception staff but praising the GPs.