Enter and view: Westcotes Health Centre, Leicester

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Summary of report content

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.

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General details

Report title 
Enter and view: Westcotes Health Centre, Leicester
Local Healthwatch 
Healthwatch Leicester
Date of publication 
Wednesday, 17 May, 2017
Date evidence capture began 
Monday, 20 February, 2017
Date evidence capture finished 
Sunday, 26 February, 2017
Type of report 
Enter and view
Key themes 
Access
Car parking access
Communication between staff and patients
Information providing
Staff attitudes
Healthwatch reference number 
Rep-6489

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Announced

Details of health and care services included in the report

Primary care services 
GP practice

Details of people who shared their views

Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
No
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
Receptionists
Service manager
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Neutral

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
No

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
 
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
 
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.