Enter and View: Rosebery Medical Centre

Healthwatch Leicester and Healthwatch Leicestershire undertook an announced Enter and View visit to Rosebery Medical Centre in Loughborough on 24 August 2022. They wanted to understand people’s experience of the service provided.  They spoke to 614 people.

The practice was bright and clean. Information leaflets for patients were on display, with a coding system and were easy to access. Some leaflets were old or out of date.

Nearly three in five patients rated the practice as ‘very good’ or ‘good’. 27% rated the practice as ‘poor’ or ‘very poor’.

People commented positively on the building, facilities and having a pharmacy on site.

Almost all patients use the telephone to book their appointments. Nine in ten patients have had a telephone consultation.

There was a mix of feedback about getting an appointment at the practice. The process to book an appointment was commented upon negatively by some patients with the need to call early in the morning to get an appointment.

Seven in ten patients said they did not always get to see the doctor or nurse of their choice. Seven in ten people said that they were either ‘completely’ or ‘very’ satisfied with the practice opening hours. Three in five people rated the reception service as ‘very good’ or ‘good; 24% said that it was either ‘poor’ or ‘very poor’. Over half of patients said that they can normally see a doctor or nurse for urgent appointments.

Nearly four in five patients commented positively on the repeat prescription service. Nearly three quarters of patients said that they were either ‘completely’ or ‘very’ satisfied with the quality of medical care and treatment at the practice.

The report includes seven recommendations and a response from the provider.