The experience of GP services: 2022-23
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Healthwatch Hackney report on the trends in the feedback they received about GP services in 2022/23. During this period, they received feedback from 1,554 people.
The vast majority of people receive good quality, compassionate treatment and care, with good levels of support and involvement. According to feedback, patients would like greater levels of service access and communication. Overall sentiment is 69% positive, 29% negative and 2% neutral. According to feedback, overall satisfaction has improved by 2% this quarter. Richmond Road Medical Centre, Queensbridge Group Practice and Spring Hill Practice receive a notable volume and ratio of positive comments.
People continue to report difficulties with telephone access, associated problems with booking, and longer than expected waits for routine appointments. This quarter, complaints are down by 8% on waiting lists, and by 1% on ability to book appointments, while increasing by 7% on telephone access. Richmond Road Medical Centre receives a notable volume and ratio of positive feedback.
Experiences indicate the vast majority of people receive good quality, compassionate treatment and nursing care, with good levels of support. Ability to see a clinician in person (choice) is an issue for some. This quarter, complaints are down by 2% on treatment and care, while increasing by 2% on staff attitude. Richmond Road Medical Centre, Queensbridge Group Practice and Spring Hill Practice receive a notable volume and ratio of positive comments.
Many people complain of general administration, with staff training and ability to obtain test results also cited as issues. Patients would like greater levels of communication service-wide and more reliable access to translation, comments suggest. Complaints about communication have increased by 7%, while increasing by 6% on administration, feedback suggests. Richmond Road Medical Centre, Queensbridge Group Practice and Spring Hill Practice receive a notable volume and ratio of positive comments.