The experience of GP services Oct 21 -Sept 22

Healthwatch Harrow report on the trends in their insight about GP services during the period 1 October 2021 to 30 September 2022.  During this period they heard from 755 people.

The vast majority of people receive good quality treatment and care, with good levels of involvement, comments suggest. According to feedback, patients would like greater levels of service access, communication, empathy and support. Overall sentiment is 50% positive, 46% negative and 4% neutral, comments suggest.

According to feedback, overall satisfaction has improved marginally by 2% this quarter. GP Direct receives a notable volume and ratio of positive comments.

People continue to report difficulties with telephone access, associated problems with booking, and longer than expected waits for routine appointments.

This quarter, complaints are up by 2% on booking and telephone access, while decreasing by 8% on online systems. On service access, sentiment at most practices is negative overall. The Pinn Medical Centre receives a notable volume and ratio of negative feedback.

Experiences indicate the vast majority of people receive good quality treatment and nursing care, with good levels of involvement. On staff attitude, there is general praise for clinicians, while notable criticism of reception staff.

This quarter, satisfaction has improved by 7%, according to comments. Complaints are down by 6% on staff attitude and support. GP Direct receives a notable volume and ratio of positive comments.

Many people complain of general administration, and some would like greater levels of support from reception staff, and levels of communication service wide. The ability to register is also cited as an issue.

Complaints about communication have decreased by 15% this quarter, while increasing by 6% on administration. The Pinn Medical Centre and Roxbourne Medical Centre receive a notable volume and ratio of negative feedback, while comments about GP Direct are broadly complimentary.