GP patient experience review 2015-17
Download (PDF 1.99 MB)Summary of report content
Healthwatch Warwickshire carried out a programme of Enter and View visits on all 82 GP surgeries in the county between February 2015 and March 2017. The aim of the programme was to assess the patient experience from beginning to end, and an individual report was produced after each visit. This report summarises the findings and impact of all 82 visits.
The report identifies the common areas for improvement including:
- maximising the use of the online appointment booking system
- communicating appointment delays to patients on the day
- promotion of the Patient Participation Groups (PPGs)
- providing comments/complaints boxes.
The report also highlights areas of good practice including:
- participation in the over 75s project by Arden Medical Centre
- the appointment booking system at The Arrow Surgery
- the triage system implemented by the Riversley Road Surgery.
Healthwatch Warwickshire followed up on the impact of their recommendations by revisiting 42 GP surgeries. They found that 25 surgeries had implemented all recommendations. Of the 208 recommendations made in total, 53% had been implemented. They also noted that the programme of visits had resulted in stronger relationships with GP surgeries and PPGs across Warwickshire.