GP outreach 2016 - The Manor Practice, Waltham Forest

This survey intervention was undertaken by Waltham Forest over a 6 week period in 2016 focusing initially on the impact of the recent merger of two GP practices but with a wider view across 4 surgeries in total.

Overall, 140 responses from patients were collated in combination with 110 comments. Findings from the survey included the fact that there was a lack of patient awareness about Participation Groups [PPGs], the Family and Friends Test [FFT] and Extended GP Surgeries. It was found that only 17 of the 137 respondents had been invited to complete the FFT Test and only 5 out of 138 had received an invite to attend the PPG. Patient choice was observed in respect to their preferred GP. However, fewer patients were able to book on-line appointments and repeat prescriptions due to lack of information and inadequate IT access or knowledge. In some instances patient motivation was also a factor.

Key issues revealed by the survey were waiting times and a limited appointment system since the merger of the surgeries had taken place together with a general level of dissatisfaction expressed in relation to the surgery environment. Overall, staffing levels were insufficient which put additional pressure on existing personnel whilst there were also a lack of female doctors.

In terms of the comments received 40 out of a total of 169 were positive, 16 were neutral and 113 were negative.

Healthwatch Waltham Forest have sought to address this via a full Report which makes a number recommendations.

For example:

“Provide patients with clear information about how the telephone and booking systems work, clear outlines of when & where to call for different types of appointments, and inform patients of expected waiting times.”

Healthwatch Waltham Forest publish a copy of the Survey questionnaire together with patient responses and comments of thanks from the Practice Manager.