Enter and view: St Marks Medical Centre

Healthwatch Sefton carried out an Enter and View visit to St Marks Medical Centre in Southport to understand patients’ experiences of accessing GP services, particularly the appointment booking system and access to appointments. During the visit, Healthwatch representatives spoke to 17 patients and observed the practice environment and interactions between staff and patients. 

Overall, patients were positive about the quality of care they received and consistently reported being treated with dignity, respect and kindness by staff. Healthwatch also observed friendly and supportive behaviour from reception and clinical staff during the visit. Notably, 100% of patients interviewed said they were treated with respect by practice staff. 

The practice was found to provide a range of patient information through leaflets, noticeboards and its website. However, awareness of available information was mixed, with some patients unaware of practice leaflets, complaints procedures and alternative formats such as large print. Healthwatch also noted that some noticeboard information was positioned too high or was difficult to read because of small text. 

Accessibility was generally good. All patients interviewed said they could access the surgery easily, and most reported that parking was available nearby. The practice offered facilities to support disabled patients, including hearing-loop equipment, disabled toilets, lift access, mobility scooter access and interpreter services.

The main concerns raised by patients related to appointment access. Views were divided, with half of respondents describing it as easy to obtain an appointment and half describing it as difficult. Many patients reported problems getting through on the telephone, particularly during busy morning periods. Several commented that they had to repeatedly call the practice before being able to speak to someone or secure an appointment.

Patients also reported difficulties booking appointments in advance and accessing appointments with their preferred GP. While most patients were aware of the online appointment system, some felt that available appointments were limited and not always easy to obtain. The practice explained that appointments were released at specific times and that increasing use of online booking could help reduce pressure on telephone lines. 

Continuity of care was mixed. Most patients said they usually saw a regular doctor, but opinions were evenly split on whether they could see the GP of their choice. The practice explained that this was affected by part-time working patterns, annual leave and wider GP recruitment difficulties.

Feedback regarding treatment quality was generally positive. Patients described care as thorough and supportive, and there were few concerns about clinical care itself. Repeat prescription services were also viewed favourably, with most users reporting a good experience when ordering medication. 

Most patients said they would recommend the practice to friends and family. Those who would not recommend it generally cited the practice being very busy, difficulties obtaining appointments and long waiting times rather than concerns about the quality of care. Patients also highlighted occasional long waits in reception and for consultations. 

Healthwatch made six recommendations. These included reviewing the appointment booking system, promoting online appointments more actively, increasing awareness of evening and Saturday appointments, improving communication about home visits, ensuring more consistent use of the Choose and Book referral system, and exploring ways to better inform patients about waiting times. 

In response, St Marks Medical Centre accepted the findings, explained the significant pressures associated with serving more than 15,000 patients, and outlined actions to improve appointment access and awareness of available services. The practice emphasised its commitment to continually reviewing its systems, promoting online access and maintaining high standards of patient care.