Enter and view: Willows Medical Centre
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Healthwatch Leicester and Healthwatch Leicestershire undertook an announced enter and view visit to the Willows Medical Centre on 11 November 2025. They surveyed patients and got 380 responses.
Observations
Willows Medical Practice serves around 6,500 patients in a large, purpose-built building. The practice is clearly signposted with ground-floor access to reception, waiting area and consultation rooms. The reception and waiting area is small but adequate with blue hard chairs and the reception desk has an accessible lower section. A self-check-in machine is available, it has multilingual options.
There were patient information leaflets and noticeboards with health information. Some outdated posters were noted, but current mental health leaflets were available. The TV screens are not in use.
Online and phone booking were available; routine appointments booked 2–7 days ahead, urgent same-day appointments available. Admin requests (fit notes, letters) have dedicated slots. Home visits provided for patients unable to attend the practice.
There was appointment information on automatic doors; but out-of-hours information not visible. We did not see practice opening hours.
Medication reviews are managed in-house by the pharmacist. Test results are accessible via NHS App or Airmid App
Survey results
A third of patients said that it took them 16-60 minutes to get through to the practice by telephone, and 8% have said they have used the telephone call back function.
Comments were made about ‘difficulty’ with booking appointments and not being able to book appointments. Nearly three quaters of patients have said they were offered a same day appointment at the practice with a doctor.
The last time a patient requested an urgent-same day appointment, 51 (19%) of patients said they were offered a same day appointment at the practice with a doctor, however 82 (30%) of patients said they were asked to call back later or the following day and (87) 32% were not offered an appointment or any of the alternatives listed.
159 patients (44%) said the telephone service to book appointments was ‘poor’.
183 patients (51%) said face to face appointments was ‘excellent’ or ‘good’. • 102 patients (29%) said the reception service was ‘excellent’ or ‘good’.
Comments were made on staff being ‘helpful’.
184 patients (52%) said the quality of medical care and treatment was ‘excellent’ or ‘good’