Spotlight on GP services

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Summary of report content

Healthwatch Kent have summarised the feedback heard from local residents about the GP services in their area. Between April 2017 and November 2018, 365 people gave feedback via the Helpline, email and conversations with Healthwatch Kent. Overall, the majority of people provided negative experiences (394 comments) of their GP services and 129 positive comments.

The main issues highlighted in this report were: Long waiting times for appointments and difficulties getting an appointment; Quality of treatment is not always what it should be; Staff attitudes and customer service; Complications and delays to referral processes; Challenges for patients to get prescriptions and manage their medicines; and Concerns about changes to GP services such as closures and mergers.

The report was shared with the Clinical Commissioning Groups in Kent and they were asked to respond to the feedback.

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General details

Local Healthwatch
Healthwatch Kent
Publication date
Date evidence capture began
Date evidence capture finished
Type of report
Healthwatch England General Insight Review
Key themes
Access to services
Booking appointments
Complaints
Medication, prescriptions and dispensing
Quality of treatment
Service organisation, delivery, change and closure
Caring, kindness, respect and dignity

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
General feedback
If an Enter and View methodology was applied, was the visit announced or unannounced?
N/A

Details of health and care services included in the report

Details of health and care services included in the report
General Practice (GP)

Details of people who shared their views

Number of people who shared their views
365
Age group
All
Gender
All
Ethnicity
All
Sexual orientation
Not known
Does this report feature carers?
No
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