How Can I Help You? Patient feedback report on receptionists’ attitude at Hackney GP practices

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Summary of report content

Healthwatch Hackney analysed their feedback on accessing GP services to look at the role of receptionists.  This report is based on feedback from 80 people accessing GP services in Hackney over the period of nine months from November 2019 to July 2020.

60% of the feedback was positive and 33% negative.  The report identifies which practices had predominantly positive and those with mainly negative feedback.  Issues highlighted by the analysis included receptionists answering the phone inappropriately, insensitive communication in person, inability to display emotional intelligence to deal with difficult encounters, receptionists appearing to give medical advice, and other unprofessional behaviour.

The report contains six recommendations including training, complaints handling and eliciting patient feedback.

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General details

Local Healthwatch
Healthwatch Hackney
Publication date
Date evidence capture began
Date evidence capture finished
Type of report
Report
Key themes
Booking appointments
Communication with patients; treatment explanation; verbal advice
Complaints
Staffing - levels and training
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
80
Age group
Not known
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?
Not known
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