The experience of GP services

Download (PDF 2.65 MB)

Summary of report content

This report is based on the experience of 773 people. Feedback has been obtained from a variety of sources, including general outreach and comments posted online (NHS, Care Opinion and social media).

Experiences indicate most people received good quality, compassionate treatment and care, and felt supported and involved. However, experiences suggest people would like greater levels of communication and support. Ability to book appointments, administration, telephones and waiting lists are cited as issues.

Overall sentiment is 51% positive, 47% negative and 2% neutral.

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 also an issue, with some patients not comfortable with, or able to undertake remote appointments.

Over 120 people left negative feedback about administration, with sentiment clearly negative overall. People would also like greater levels of communication and support from administrative staff, comments suggest.

Would you like to look at:

General details

Local Healthwatch
Healthwatch Harrow
Publication date
Date evidence capture began
Date evidence capture finished
Key themes
Access to services
Administration (records, letters, results)
Booking appointments
Cancellation
Parking and transport
Communication with patients; treatment explanation; verbal advice
Written information, guidance and publicity
Medication, prescriptions and dispensing
Caring, kindness, respect and dignity
Referrals
Service organisation, delivery, change and closure
Staffing - levels and training
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
Observation (eg Enter and View)
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
773
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?
Yes
Did you find this attached report useful?
0
No votes have been submitted yet.