Healthwatch Lancashire speak to service users at Peel House Medical Practice

Healthwatch Lancashire has published a ‘Patient Engagement Day’ report, which captures the experiences of service users at Peel House Medical Practice in Accrington.


Following Healthwatch Lancashire’s visit to Peel House Medical Practice, the Practice Manager, Melanie Walker, has responded to a report with a number of actions to improve the experiences of their patients.

On the 17th and 24th May 2016, three Healthwatch Lancashire representatives gathered survey responses from 44 patients and relatives to obtain the views of people using the service and to observe the environment.

The results of the report show that 91% of patients said that they did not have any difficulties getting to the surgery, however, 86% said that they found it difficult to book same day or urgent appointments.

Healthwatch Lancashire’s findings did highlight a number of areas for concern such as queues at reception, patient awareness and confusion around online booking and appointments for working people.

The report includes a list of six actions provided by Peel House Medical Practice 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 Peel House Medical Practice 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 Peel House Medical Practice is available to read online or download on the Healthwatch Lancashire website