Enter and view: Westcotes Health Centre, Leicester

In February 2016, Healthwatch Leicester spent 3 days visiting Millennium Federation – Health Care Hub, Westcotes Medical Practice. Over the three days the team spoke to 23 patients using services based within the Centre.

Patients were generally satisfied with the service they were receiving, with only minor issues raised about continuity of care and lack of privacy at the reception desk. Feedback from the patients of the Hub was very positive however there was significant frustration with their own GP practices over problems getting appointments.

Due to no permanent signage for the Hub service at the Centre there were significant problems with patient flow which impacted on the other services based in the Centre. Clear and obvious signage should be a priority for the Hub service.

Public awareness of the services was also surprisingly low, even from patients who use the same building. Information given to patients through other NHS services is not always as comprehensive or accurate as it should be.

Some of the Recommendations included:

• Clearer communication with the patients before they get to the Healthcare Hub

• Better distinction between the Healthcare Hub and the other GP practices based in the centre.

• Better signage at the Centre.

• Consider rearranging the central waiting area seats to create a highlighted patient path to each service.

• Open the Centre from 8.00am

Included in the response from the provider the following 2 areas of impact were reported:

• A new 6ft banner directing patients to the hub services on the 1st floor.

• A new targeted media campaign has been undertaken this includes use of local and regional radio advertising.