The Experience of GP Services Jan-Dec 2022
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Healthwatch Harrow report on the data that they received about GP services during 2022. During this period they heard from 805 people.
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 49% positive, 49% negative and 2% neutral, comments suggest.
According to feedback, overall satisfaction has declined marginally by 1% this quarter. GP Direct receives 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 10% on booking, however just 2% of comments about telephones and 9% about online systems are positive overall. On service access, sentiment at most practices is 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, satisfaction has declined marginally by 1%, according to comments. Complaints are up by 3% on staff attitude and support. GP Direct receives 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 administration have decreased by 4%, while increasing by 7% on communication. The Pinn Medical Centre and Roxbourne Medical Centre receive a notable volume and ratio of negative feedback, while comments about GP Direct are broadly complimentary.