Healthwatch Lancashire speak to service users at Fleetwood Surgery

Healthwatch Lancashire has published a ‘Patient Engagement Day’ report, which captures the experiences of service users at Fleetwood Surgery.


Following Healthwatch Lancashire’s visit to Fleetwood Surgery, the practice management team has responded to a report with a number of actions to improve the experiences of their patients.

On the 1st and 7th June 2016, four Healthwatch Lancashire representatives gathered survey responses from 39 patients and relatives to obtain the views of people using the service and to observe the environment.

The results of the report show that most patients did not have any difficulty in booking urgent/same day appointments, and the majority of patients did not experience any difficulties in accessing the surgery.

Healthwatch Lancashire’s findings did highlight a number of areas for concern such as patients being unaware of online booking, appointment reminders and reception staff showing no compassion.

The report includes a list of five actions provided by Fleetwood Surgery in relation to how they will improve service users’ experiences following the activity.

Sheralee Turner-Birchall, Chief Officer at Healthwatch Lancashire, said: “Healthwatch Lancashire contributes considerable value into the health and social care system by gathering patient and relatives input into the way services are run. This can be invaluable as sometimes seeing services from their point of view opens up real opportunities for improvement that may not have already been considered.

“Healthwatch Lancashire would like to thank Fleetwood Surgery for their response to the report and for any actions which are put in place as a result of our findings.”

The Report for the Patient Engagement Day at Fleetwood Surgery is available to read online or download on the Healthwatch Lancashire website