GP Patient Audit Information

Healthwatch Bromley carried out a research project to assess the consistency and accuracy of 45 GP surgeries out-of-hours (defined by CQC as NHS 111, A&E, Urgent Care Services and Extended Hours Services), answerphone messages, website information and complaint procedures across the London Borough of Bromley.

The objective of the research was to find out:

• patient experience of using both online and telephone information;

• identify how comprehensive and accessible online information is;

• identify if complaints procedures are clear and supportive of patients.

The findings of the project showed:

• Lack of consistency in services and information.

• Many had not used out of hours services as they were unaware how to navigate the system or what was available, however those that had used it were generally satisfied with the service provided locally.

• 45% of respondents indicated that they had never accessed their GP website for out of hours information.

• There was good provision for people for whom English is a second language, with over 140 language provision on many GP websites.

• There was limited use of online services for either booking appointments or signposting information in the sampled population.

• Most people were unsure how to make a complaint, whether in person or online via the practice website.

Healthwatch Bromley recommends that all GP practices within Bromley incorporate the following recommendations:

• All information on GP answer machines should be recorded in one message, without patient’s having to press buttons for further information.

• Further work is needed to increase awareness of the GP out-of-hours services within Bromley to improve patient experience and patient outcomes.

• Bromley GP practices need to update their website information regularly to enable patient access to accurate information and the appropriate out-of-hours service. A chart would be a useful visual aid.

• GPs practices that have the facilities in place should allow patients full access to view their medical medical records online.

• GP practices should ensure that sufficient details regarding complaints procedures are made available online and displayed in all reception and waiting areas.

• All information should be made available in additional languages on GP practice websites, as per the Accessible Information Standard.

• NHS symptom checker would be a valuable addition to GP practice website.

• To support self-management, the provision of self-care information on websites is a useful tool to empower people to take greater control of their health.