Enter & View Report: Willowbrook Medical Centre

Healthwatch carried out an announced Enter & View visit to Willowbrook Medical Centre to understand patient experience, observe how the service operates, and assess accessibility. Authorised Representatives observed interactions in communal areas and used a GP text‑messaging system to gather broader patient feedback, resulting in 540 responses. The purpose of the work was to understand what is working well at the practice and identify areas that may require improvement, especially around appointments, access routes and communication systems.

Key findings showed that Willowbrook has clear signage, adequate parking and a spacious reception area. Waiting areas were well‑equipped with health information, and patients are notified for appointments by screen or in person. Multiple contact systems—including System Connect, AQRX, NHS App and callbacks—were in use; however, many patients reported long telephone waits, difficulty booking appointments and limited availability of face‑to‑face consultations. While some praised staff and clinicians, survey data also highlighted challenges around continuity of care and unmet requests for urgent appointments. Accessibility was generally strong, with two disabled toilets and clear signage, though information gaps (such as missing out‑of‑hours details) were noted.

The report made four recommendations, focusing on improving appointment access, increasing face‑to‑face availability, enhancing online booking options, and ensuring patients can be redirected from the call centre to practice staff. Outcomes were not yet reported.