Enter and view: Market Surgery

Healthwatch Rotherham undertook an announced enter and view visit to Market Surgery in Wath on Dearne on 19 November 2025.

Healthwatch felt that the surgery was delivering high-quality, patient-centred care within a challenging primary care environment. Overall, the surgery was observed to be welcoming, clean, and well organised, with clear efforts made to support accessibility, dignity, and patient comfort. Staff across all roles were consistently professional, courteous, and engaged, contributing to a calm and supportive atmosphere within the practice. 

Patient feedback was overwhelmingly positive, with the majority of respondents reporting that they felt listened to, taken seriously, and treated with kindness and respect by both clinical and non-clinical staff. Many patients expressed strong confidence in the care they receive and a sense of appreciation for the dedication of the practice team. The use of digital systems for communication and appointment management was valued by many patients, and clarity around next steps following appointments was generally high. 

The visit also identified several areas where improvements could further enhance patient experience. Privacy at the reception desk emerged as a recurring concern for both patients and observers, particularly when sensitive information is discussed in public areas. While most patients were comfortable with triage processes, some felt uneasy sharing personal details with non-clinical staff or in spaces where conversations could be overheard. Addressing this issue would help strengthen patient confidence and confidentiality. 

Accessibility and safety were generally well considered, though some practical issues were noted, including tied emergency pull cords in accessible toilets and limited space for wheelchair users in parts of the waiting area. Clearer communication around appointment delays, test results, and outcomes of feedback or complaints would also improve transparency and patient reassurance.

 Staff feedback reflected a committed and cohesive workforce, but also highlighted pressures relating to workload, capacity, communication between teams, and system-wide funding constraints. Despite these challenges, the practice continues to demonstrate innovation and commitment, particularly through inclusive services, nurse-led care models, and continued provision of services that address gaps in wider healthcare access.