GP Practices - adjustment to services in Sandwell in response to COVID-19

From April 2020 to June 2020 Healthwatch undertook a focused piece of work to establish the overall picture of the GP services on offer in Sandwell in the early phases of COVID-19 and the patients experiences of the GP services.

Healthwatch Sandwell contacted 64 GP practices in Sandwell. 33 responded. A questionnaire tool was designed to enable conversations and to ensure information capture.

Healthwatch Sandwell assessed the COVID-19 safety of 33 of the GP practices. 21 were operating only virtual services, 9 were offering some face to face and some virtual services, 2 were closed, and 1 was operating face to face.  

Healthwatch Sandwell also listened to and considered the content of a selection of the telephone service recordings of these practices. Key issues with these phone messages were that many were unnecessarily long, did not offer alternatives to closed services, or had insufficient contact details. Healthwatch Sandwell also reviewed the GP practice websites. 76% (25) of the practices had sufficient information on changes to services resulting from COVID-19.

Healthwatch Sandwell made several recommendations in this report:

1.Review content validity and comprehensiveness of information on GP websites and update as necessary

2.Consider the possibility of standardising NHS GP Practice pages COVID-19 information

3.Review the patient experience of recorded message routes to access appointments

4.Gather feedback on the SWB Health app

5.Review knowledge of and working links for Social Prescribing service options.

6.Work with Healthwatch Sandwell on the patient engagement and feedback project looking at “using digital technology in primary care services”

7. Consider opportunities for working with Healthwatch Sandwell on engaging patients on primary care services delivered during COVID-19 and planning for future services including via PPG’s and Community Outreach work