GP Experience Report

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Summary of report content

Healthwatch Thurrock undertook an analysis of their feedback on GP services to understand how the pandemic had affected access to care.  They looked at 111 pieces of feedback received during the period January to July 2022, gathering feedback from 717 young people at schools and undertook a survey to which 87 people responded.

Themes included:

  • The helpfulness and attitude of administrative staff
  • Communication from clinical staff
  • Poor administrative practices
  • Booking appointments, including e-consult
  • Referrals to other services

The report contains 11 recommendations.

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General details

Local Healthwatch
Healthwatch Thurrock
Publication date
Date evidence capture began
Date evidence capture finished
Key themes
Access to services
Administration (records, letters, results)
Booking appointments
Caring, kindness, respect and dignity
Communication with patients; treatment explanation; verbal advice
Integration of services and communication between professionals
Referrals
Remote appointments and digital services
Service organisation, delivery, change and closure
Staffing - levels and training
Written information, guidance and publicity

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Engagement event
Interviews
Survey
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
915
Age group
0 to 12 years
13 to 15 years
16 to 17 years
18 to 24 years
Gender
Non-binary people
Is the gender identity of people in the report the same as the sex they were assigned at birth?
No
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