Primary Care Trends Analysis Report

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Summary of report content

Healthwatch Harrow examined patient experience of GP practices in Harrow over a period of 4 months. They identified 1731 issues during this period and reported on 7 key issues chosen by GP Practice Managers. They found the overall patient sentiment to be 65% positive; feedback was generally positive about customer service (quality and staff attitude) while mixed on ability to access services, general administration and communication. Appointment booking had the largest negative trend overall; people expressed discontent about booking and telephone systems.

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General details

Local Healthwatch
Healthwatch Harrow
Publication date
Date evidence capture began
Date evidence capture finished
Type of report
Report
Key themes
Access to services
Administration (records, letters, results)
Booking appointments
Communication with patients; treatment explanation; verbal advice
Consent, choice, user involvement and being listened to
Written information, guidance and publicity
Quality of treatment
Caring, kindness, respect and dignity
Waiting times- punctuality and queuing on arrival
Waiting for appointments or treatment; waiting lists for treatment

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Name(s) of the partner organisation(s)
None
Primary research method used
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
30
Age group
All
Gender
Not known
Is the gender identity of people in the report the same as the sex they were assigned at birth?
Not known
Sexual orientation
Not known
Does this report feature carers?
No
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