Enter and view: Lostock Hall Medical Centre
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Healthwatch Lancashire undertook an Enter and View visit to Lostock Hall Medical Centre on 7 November 2025. The visit found that patients were overwhelmingly positive about the practice, describing staff as friendly, caring and approachable. Patients reported that appointments were generally easy to access, particularly through online booking, and praised the quality of communication, the range of services available and the accessible, well-maintained environment.
The report highlighted several areas of good practice, including courteous and supportive staff, strong patient relationships, a well-equipped and accessible building, and a positive workplace culture. Patients valued seeing the right clinician for their needs and felt staff explained care and treatment clearly. Staff also reported high levels of support from management, good morale, extensive training opportunities and effective measures to support people with additional communication or mobility needs.
A small number of concerns were raised. Some patients felt the referral process could be improved and reported receiving inconsistent messages when seeing different clinicians for the same issue. Staff suggested that patients would benefit from a clearer understanding of the appointment system and why they might be booked with particular members of the team. Healthwatch also identified opportunities to improve dementia friendliness and increase opportunities for patients to provide feedback.
Healthwatch Lancashire recommended introducing a dementia-friendly clock in reception, providing paper Friends and Family Test forms alongside a feedback box, and improving communication about appointment processes. A revisit on 18 August 2026 found that all recommendations had been implemented, including the installation of a dementia-friendly clock, the introduction of feedback boxes and forms, and staff training to improve communication about appointments. Patients and staff reported that these changes had been beneficial and that the practice continued to provide a positive patient experience.