Experiences of trauma-informed practice within GP settings

Healthwatch North Somerset conducted Enter and View visits at 168 Medical Group and Clevedon Medical Centre in mid-April 2026 to speak to management and staff at both surgeries about being trauma informed. At the same time, they ran an online survey to capture the views and experiences of patients. They received a total of 3,136 responses. They asked questions about knowledge of choices, waiting rooms and reception interaction, and about experiences with healthcare professionals.

Overall, the findings from these two surveys indicate that Clevedon Medical Centre and 168 Medical Group are delivering a positive experience for most of its patients, particularly in terms of interactions with healthcare professionals and reception staff. High levels of trust and satisfaction are evident, with many respondents highlighting the kindness, attentiveness, and professionalism of staff. The strong sense of confidence patients feel in the care they receive is a significant strength. 

A few recommendations that would greatly improve patient experience are as follows: 

Awareness of available appointment options would suggest a need for clearer and more proactive communication about patient rights and available support, such as longer appointments or the ability to submit questions in advance. 

A notable minority - particularly younger patients and those with a long-term condition or disability - report feeling anxious prior to appointments. This anxiety is often linked to concerns about health outcomes or difficulties communicating effectively during consultations. Targeted campaigns such as clear expectations about appointments, may help to further improve patient experience. 

Some patients report discomfort when discussing personal information in an open environment at the reception desk. Although this is acknowledged as a structural limitation rather than a staff issue, it remains an important consideration for service improvement. Exploring ways to enhance confidentiality could significantly improve patient comfort. 

 Time constraints associated with standard appointment lengths are a concern for some individuals. A small proportion of patients said that they feel dismissed or rushed, indicating that consistency in patient-centred communication could be an area for development.