Enter and View: Sandy Lane Surgery and St Peter’s Medical Practice
On 2 December 2025, Healthwatch Nottingham & Nottinghamshire carried out an Enter and View visit at Sandy Lane Surgery and St Peter’s Medical Practice in Mansfield as part of a joint inspection with the Care Quality Commission. A total of 32 patients and carers shared their experiences of appointments, communication, and staff support.
Overall feedback was positive. Patients described staff as caring, respectful, and professional, and most people were happy with the care they received. However, the biggest issue raised was difficulty getting appointments, particularly at Sandy Lane Surgery. Patients reported long waits on the phone, problems booking in advance, and online systems not working consistently
Overall feedback was positive. Patients described staff as caring, respectful, and professional, and most people were happy with the care they received. However, the biggest issue raised was difficulty getting appointments, particularly at Sandy Lane Surgery. Patients reported long waits on the phone, problems booking in advance, and online systems not working consistently
About the Report
Key Findings
- Patients rated both practices positively overall, with strong relationships between staff and patients.
- Appointment access was the main concern, especially long phone waits and limited advance booking.
- Sandy Lane patients were more likely to report needing to attend in person to secure appointments.
- Communication from staff was generally viewed positively, particularly around text updates and staff listening to patients.
- Some patients reported issues with online systems and inconsistent staff experiences.
Recommendations
Recommendations
- Improve management of the phone booking system at Sandy Lane Surgery to reduce the need for in person booking.
- Improve accessibility and reliability of online systems, including SYSTM-ONE and the NHS App, for booking appointments and managing care.
- Offer more routine appointments that can be booked in advance to reduce pressure on patients and staff.
We are currently recruiting for two receptionists at Sandy Lane Surgery and one for St Peters. This will help as we will have more staff on the telephone whilst patients are also coming in the surgery to book appointments during the day. We have spoken to our telephone provider who are working with us to try and improve the call back service. With our current phone system, staff at both practices can answer the phone for both surgeries...
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Enter and View: Sandy Lane Surgery and St Peter’s Medical Practice
