GP Digest

Healthwatch North Tyneside analysed feedback received from 140 people about GP services between 1 March and 31 August 2017. The purpose of the report was to identify examples of good practice and areas where primary care services could improve. Overall, most respondents were satisfied with their GP services, although a substantial number also raised concerns about access and aspects of patient experience. 

The report examined feedback across five key themes: quality of service, staff attitude, appointment availability and booking systems, continuity of GPs, and surgery location/environment.

Quality of service

Feedback about quality of care was largely positive. Of the 41 people who commented on this area, 26 reported good experiences, describing staff as attentive, helpful and providing excellent treatment. Village Green Surgery received the most praise, followed by Portugal Place, Marine Avenue and Park Road surgeries. 

However, 15 respondents reported negative experiences, including concerns about diagnoses, prescribing and not feeling listened to by clinicians. There was no clear recurring problem or particular practice consistently identified as providing poor-quality care.

Staff attitude

Staff attitude was the most frequently discussed theme. Of the 50 people who commented on this topic, 39 described positive interactions with staff and praised them for being supportive, approachable and responsive. Garden Park Surgery and Village Green Surgery received particularly positive feedback. 

Eleven people reported poor experiences, most of which related to reception staff rather than clinicians. Respondents described receptionists as rude, dismissive or acting as a barrier to accessing appointments. Some patients also expressed concerns about confidentiality, particularly when asked to discuss personal health issues at the reception desk. The report suggests this may indicate a need for further training in customer care and confidentiality. 

Appointment availability and booking systems

Access to appointments was one of the most significant issues raised. Views were evenly split, with 35 people satisfied with appointment availability and 35 reporting difficulties. Those with positive experiences said they could usually obtain appointments quickly, including urgent appointments. Garden Park Surgery and Village Green Surgery received the most favourable comments in this area.

The main concern was long waiting times for both routine and urgent appointments. Many respondents also criticised the early morning telephone booking system, saying it was difficult to phone at the required time and that appointments were often fully booked immediately. Other issues included difficulties making advance bookings and securing appointments with a preferred GP. Portugal Place and Bewicke Medical Centre were most frequently mentioned as practices where patients experienced difficulties accessing appointments. 

Continuity of GPs

Patients valued seeing the same GP consistently. Among the 13 people who commented on continuity of care, five reported positive experiences and said they were encouraged to see their usual doctor. 

However, eight respondents described difficulties seeing their named GP because of long waiting times, limited availability, part-time working arrangements or frequent changes in staffing. The report found that continuity of care was an issue across practices rather than being associated with any particular surgery.

Surgery location and environment

Relatively little feedback related to surgery premises or location. The concerns that were raised focused on overcrowding and busy waiting areas, which some patients felt could increase anxiety about confidentiality. A small number of respondents were also concerned about how changes to surgery locations might affect their ability to access services.