Health Promotion Day at Fatima Health Centre
Healthwatch Lancashire was invited to the Health Promotion Day at Fatima Health Centre in Fulwood in partnership with ISSA Medical at Deepdale, which took place on Saturday 13th July 2024.
The event was advertised to patients and consisted of many organisations including social prescribers, Andy Man’s Club, Preston North End and Slimming World. The Health Promotion Day included a number of talks around the building, as well as free blood pressure checks and health checks.
The event was well attended, and during the day Healthwatch Lancashire representatives spoke with 30 patients from Fatima Health Centre and ISSA Medical Practice.
Of the 30 patients we spoke to, 23 were patients at Fatima Health Centre and 7 were patients at ISSA Medical Practice. Patients expressed that they were appreciative to the Practice for arranging the event and were happy for the opportunity to look around the Health Centre and speak to staff.
We would like to thank the staff that helped us on the day, and for their continued support of Healthwatch. We would also like to thank the patients that took time to speak to Healthwatch representatives on the day to share their experiences.
Overall, patients were happy with the care they received at both Fatima Health Centre and ISSA Medical Practice. They commented on how lovely and caring the staff and doctors are at both Practices.
Some patients commented about the wait times on the phone for appointments and how patients manage to get an appointment via alternative means. During the event a member of the Patient Participation Group (PPG) came and spoke with representatives about how patients were feeling. They emphasised the difference they can make in the PPG, and how concerns are dealt with really fast to help support patients.
During the event we spoke to patients about a range of health and social care issues. Below are some of the comments we received about Fatima Health Centre and ISSA Medical Practice.
- “Fatima Health Centre are very good, you can always get an appointment and the doctors are lovely, I feel they really listen to me.”
- “If I need to see a doctor urgently, I can get seen quickly but if I want to see a specific doctor then I have to wait a few weeks but I now know when is best to ring so I can get an appointment at ISSA Medical.”
- “I have been struggling with my medication at ISSA Medical, I was prescribed a two-week course of medication after I had surgery and after two weeks I received the prescription again. I rang the practice and told them, and they said it had been cancelled on their side. Another two weeks later I received the medication again, this time I went into the GP and pharmacy to sort it out and hopefully this has been sorted now.”
- “I cant thank the two Practices enough, I am registered under ISSA Medical but I use Fatima Health Centre for my appointments as its closer to my home. I feel they cant do enough for me and they are so supportive.”
- “ISSA Medical are incredible, you ring in the morning and they now have a call back system which means I don’t have to wait on the phone. The staff Are lovely and I cant fault them at all. The doctors are very caring and really listen to you.”
- “The Prescription line at ISSA is getting better, I do struggle to get through at times and end up going down to the reception desk to ask in person.”
- “I come to Fatima Health Centre for heart reviews and blood tests and they are incredible, I cant fault them at all.”
- “Fatime Health Centre are brilliant; I have learnt to use the app as I can never get through on the phone lines. We always get text reminders of appointments which I appreciate and the communication between staff and patients is really good.”
- “The communication between staff and patients at Fatima Health Centre is incredible, I always get a text reminder for my appointment and I even get a text to say I’m due for a blood test with an appointment time and date so I don’t need to ring.”
- “I have been with Fatima health Centre for some years now and the phone lines aren’t great, always a long queue but I now come down to the surgery and book one in person and that works for me.”
- “Fatima Health Centre are really good, its really hard to get an appointment via the phone but I feel every surgery has this problem. Once you get the appointment the care is brilliant.”
- “Fatima Health Centre is excellent; the staff are lovely and the doctors are really caring and supportive.”
- “I ring ISSA Medical in the morning and they are very good with me. I always get an appointment, it might not be that day, but I always get one that week. They are very good with me and support my needs.”
- “I really appreciate the Practice putting this event on today, its nice to come and have a look around, I am registered at ISSA Medical but use Fatima Health Centre a lot. Its nice to come here and look around and speak to staff, it would be good to have one at the Deepdale site as well.”
- “ISSA Medical Centre are excellent with my children, I ring up in the morning and there is a long wait time but my children are always seen that day.”
Response from Provider
Following feedback from patients, we have invested in a high-tech phone system to improve our service, the system gives us real time data to enable us to reallocate resources where needed and react quickly to increase capacity on the phone lines.
We have also invested in the call back service to patients so they do not need to be waiting on hold.
We pride ourselves on being an inclusive family GP health centre and are an Armed Forces veteran friendly accredited GP practice and a member of the Safe Surgeries Scheme.
We are a patient focused practice and take on board and action feedback we receive.
We are very proud of our active patient led PPG and the fact they were willing to give their time to support us on our health promotion day, from manning the refreshment stall, and also 3 members giving talks to patients on the benefits of Sporting Memories and the Walk and Talk which are both run by PNE Community Trust.