Feedback Summary Report: Primary Care Services - Jan - Dec 2015

Healthwatch Devon analysed 212 pieces of feedback received between January and December 2015 relating to primary care services, including GP practices, pharmacies, NHS 111 and other community-based services. The report aimed to identify what people valued about these services and where improvements were needed. GP services accounted for the overwhelming majority of feedback (90%), followed by pharmacies (6%) and NHS 111 (3%). 

The report found that while many people praised the quality of treatment received from GPs and other primary care professionals, concerns outweighed compliments overall. The most common themes were quality of treatment, access to GP services and records management. Patients frequently described difficulties obtaining appointments, long waiting times, inflexible booking systems, delays in referrals and concerns about communication and care coordination. Positive feedback often highlighted caring clinicians, good clinical treatment and prompt responses in urgent situations. 

Pharmacy feedback was more mixed, with concerns exceeding compliments. Issues included prescription coordination, availability of medicines, accessibility for people with visual impairments, repeat prescription processes and additional costs faced by some patients. NHS 111 received relatively little feedback, although users generally valued the quality of advice received, while concerns focused on delays, multiple assessments and difficulties accessing urgent care or dental support. 

Overall, Healthwatch Devon concluded that primary care services were highly valued but continued to face significant challenges around access and coordination. The report highlighted persistent difficulties obtaining GP appointments and emphasised the importance of ensuring accessible, responsive services that reduce pressure on urgent and emergency care. Healthwatch recommended continued attention to appointment systems, records management, service coordination and pharmacy support, while recognising the positive experiences many people reported with frontline staff.