Proposal to close the Portland branch site at Heart of Lincoln Medical Group
What we set out to achieve
Patients registered with Heart of Lincoln Medical Group (HLMG) were invited to share their views on a proposal to close the Portland Branch Site, located on the first floor of Newland Health Centre, 34 Newland, Lincoln LN1 1XP.
This formed part of a public consultation following the practice’s application to the ICB with their proposal to close the branch site due to:
Key reasons for the proposed change
- Limited services available at the Portland Branch Site create inequalities compared to other practices.
- Nearby sites offer a wider range of services, better facilities, and improved accessibility.
- Most HLMG patients already use alternative sites for their appointments.
- Rising service and utility costs have made the site financially unsustainable.
To understand the potential impact of the proposed closure of the Portland Branch Site at Newland Health Centre, the practice invited feedback from patients registered at the site.
The aim was to ensure that patient voices were heard ahead of any final decision made by the ICB, and to explore how the closure might affect access to care, service quality, and overall patient experience.
What we did
A consultation exercise was carried out between 11 March and 5 May 2025. This included:
- An online and paper survey
- Three patient engagement events
- Direct communications to affected patients, including patient letters and two SMS reminders
Target audience: Patients registered at Heart of Lincoln Medical Group.
What you told us
Where patients attend appointments: Most patients (75%) already used other Heart of Lincoln Medical Group sites for face-to-face appointments.
How often the branch was used: Almost half said they had only visited the Portland site once or twice in the past year, while more than a third had not used it in the last three months – or at all. Only a small number reported visiting regularly.
Travel to appointments: Most patients usually travelled on foot (44%) or by car (38%).
Plans if the site closes: Around two-thirds said they would use another HLMG site, while 15% said they might register with a different practice, and 21% were unsure.
Impact of closure Patients shared a range of views about the possible closure of the Portland Branch Site. While some raised concerns about accessibility, transport, and appointment availability, others felt it would make little difference as they already use other HLMG sites. A small number thought it could have a positive impact, suggesting that closing the branch might help improve the quality of services elsewhere.
Key points raised:
- Concerns – some patients were worried about losing a site close to home, especially for those who don’t drive or have mobility/financial challenges, and about the impact on access to appointments.
- Positive views – a few patients felt that closing the branch could free up resources and improve the overall quality of care at other sites.
- No impact – some respondents explained they already use other HLMG sites for their care.
The difference it’s made
- The ICB Primary approved the practice’s proposal to close the Portland Branch Site.
- The practice implemented a new triage platform (from 24 April), improving access and reducing call volumes by 56% during peak hours. 99.5% of patient requests are now resolved on the same day.
- Patients are being appropriately signposted to services like Pharmacy First, improving appointment availability.
- Accessibility concerns were addressed by offering patients the option to register at Brayford Medical Practice, located on the ground floor of the same building.
What’s next?
Following the public consultation, the NHS Lincolnshire Integrated Care Board (ICB) approved the proposal to close the Portland Branch Site at Newland. The branch closed on Tuesday 24 June 2025. Patients will continue to access services through other HLMG sites, and the ICB will work with the practice to monitor patient access and service delivery.