The Experience of GP services
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Healthwatch Harrow report on key themes in the data about GPs that they received in the year 2024/25. During this period they heard from 1,341 people.
A broad majority of people receive good quality treatment and nursing care, with good levels of involvement and support. According to feedback, patients would like greater levels of service access. Overall sentiment is 73% positive, 26% negative and 1% neutral.
According to feedback, overall satisfaction has improved by 4% this quarter. The Pinn Medical Centre receives 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.
Satisfaction on service access has improved by 3% this quarter, comments suggest. Complaints are down marginally by 1% on booking processes and waiting times, while up notably by 7% on telephone access. The Pinn Medical Centre receives a notable volume and ratio of positive comments.
Experiences indicate a broad majority of people receive good quality treatment & nursing care, however user involvement is in cases lacking. On staff attitude, there is general praise for clinicians, while notable criticism of reception staff.
This quarter, complaints are down by 5% on staff attitude and treatment and care. The Pinn Medical Centre, Mollison Way Surgery, Kenton Clinic and GP Direct receive a notable volume and ratio of positive feedback.
Many people complain of general administration, and some would like greater levels of support from reception staff, and levels of communication service wide. Repeat prescriptions, test results and staff training are also cited as issues.
Complaints are up by 7% on communication, comments suggest. The Pinn Medical Centre, Belmont Health Centre and Mollison Way Surgery receive a notable volume and ratio of positive feedback.