Primary Care Patient Experience

Healthwatch Waltham Forest undertook research on patient experiences of primary care services in the borough. They spoke to 152 local people and examined experiences of GP services, mental health, diabetes and respiratory disease to support future commissioning decisions.

The research found that most patients expected to see a GP within one week, valued continuity of care and supported access to evening and weekend appointments. Patients also wanted a wider range of services available through GP practices, including blood testing, physiotherapy and health advice. However, the review found inconsistencies in GP practice websites, online services and patient information, with some practices lacking up-to-date information and limited promotion of patient participation opportunities. 

The report highlighted wider concerns about population health. Mental health indicators showed rising levels of anxiety, increasing rates of depression among social care users and higher suicide rates than the London and England averages. Diabetes outcomes were generally positive overall, but rates among ethnic minority communities were disproportionately high. Respiratory disease was also identified as an area of concern, with mortality rates exceeding London and England averages and increasing deaths from chronic obstructive pulmonary disease, particularly among women. 

Healthwatch Waltham Forest recommended improving GP websites and online access, ensuring information on NHS systems is regularly updated, producing accessible and culturally appropriate disease-specific information, developing targeted prevention initiatives for ethnic minority communities, strengthening health promotion activities through partnership working, and undertaking further investigation into patients' experiences of mental health services.