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Healthwatch Lancashire speak to service users at Owen Road Surgery in Lancaster

Healthwatch Lancashire has published an Enter & View report, which captures the experiences of service users at Owen Road Surgery in Lancaster.

On the 9th and 25th January 2017, three Healthwatch Lancashire representatives gathered survey responses from 20 patients to obtain the views of people using the service and to observe the environment.

58% of the patients said their experience of booking appointments could be improved, 5% said it was poor and 37% said it was excellent.

100% of the patients we spoke to said they do not use the online booking service, with 95% of the patients usually booking their appointments by phone whilst 5% book at the reception desk.

The report includes three actions provided by Owen Road Surgery in relation to how they will improve service users’ experiences following the activity.

Sheralee Turner-Birchall, Chief Executive 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 Owen Road 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 Enter & View at Owen Road Surgery is available to read online or download on the Healthwatch Lancashire website www.healthwatchlancashire.co.uk/reports