The experience of GP services October 2019 - September 2020
Download (PDF 3.04 MB)Summary of report content
This report is a trends analysis report by Healthwatch Harrow about experience of GP services and is based on the feedback of 535 people obtained from a variety of sources, including general outreach and comments posted online.
The top themes are:
- people are broadly satisfied with customer service (staff attitude and quality)- vast majority of people receive good quality, compassionate treatment and care, and feel supported and involved;
- service access is an increasing issue for many- the ability to obtain timely appointments is a problem for many, with accounts of congested telephone lines and waits of days (or more) to see a clinician;
- choice is an issue, with some patients not comfortable with, or able to undertake remote appointments;
- people would like greater levels of communication and support from administrative staff;
- people have mixed sentiments about Covid-19, Children, Mental Health and Maternity;
- older people have more negative experiences.