GP Patient experience January to December 2023
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Healthwatch Harrow report on the feedback they received in 2023 about GP services. During this period, they heard from 1,076 people.
A broad majority of people receive good quality treatment and nursing care, with good levels of involvement and support. According to feedback, patients would like greater levels of service access. Overall sentiment is 69% positive, 30% negative and 1% neutral. Overall satisfaction has improved by 11% this quarter.
People continue to report difficulties with telephone access, associated problems with booking, and longer than expected waits for routine appointments. Satisfaction on service access has improved by 22% this quarter, comments suggest. Complaints are down by 24% on waiting times and by 22% on ability to book appointments, while up by 5% on telephone access.
Experiences indicate a broad majority of people receive good quality treatment & nursing care, however user involvement is in cases lacking. On staff attitude, there is general praise for clinicians, while notable criticism of reception staff.
Many people complain of general administration, and some would like greater levels of support from reception staff, and levels of communication service wide. Repeat prescriptions, test results and staff training are also cited as issues.