The experience of GP services
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Healthwatch Harrow report on key themes in the feedback they received from April 2022 to March 2023 about GP services. During this period they heard from 924 people about GP services.
The vast majority of people receive good quality treatment and care, comments suggest. According to feedback, patients would like greater levels of service access, communication, empathy and support. Overall sentiment is 56% positive, 43% negative and 1% neutral, comments suggest.
According to feedback, overall satisfaction has improved significantly - by 20% this quarter. GP Direct and the Pinn Medical Centre receive a notable volume and ratio of positive comments.
People continue to report difficulties with telephone and online access, associated problems with booking, and longer than expected waits for routine appointments. This quarter, complaints are down by 12% on booking, by 8% on telephone access and by a significant 33% on waiting times. On service access, sentiment at most practices remains negative overall.
Experiences indicate the vast majority of people receive good quality treatment and nursing care. On staff attitude, there is general praise for clinicians, while notable criticism of reception staff. This quarter, complaints are down by 14% on support, and by 13% on staff attitude. GP Direct, the Pinn Medical Centre and Mollison Way Surgery receive a notable volume and ratio of positive comments.
Many people complain of general administration, and some would like greater levels of support from reception staff, and levels of communication service wide. The ability to register or obtain repeat prescriptions are also cited as issues. Complaints about communication have decreased by 17%, while decreasing by 12% on administration. The Pinn Medical Centre and GP Direct receive a notable volume and ratio of positive feedback.