GP surgeries patient feedback summary report

Recent social media activity, particularly negative posts from the public regarding GP booking systems via Facebook groups, has led to an increase in patient feedback on the Healthwatch Torbay’s online rate and review feedback centre regarding dissatisfaction with access to GP Surgeries in Torbay, particularly appointment booking systems.

Following the reorganisation of GP surgeries merging and federating, it would appear that there have been different approaches to communicating any system changes to patients. This has led to some confusion as to the new arrangements for patients as to the best way of accessing their local GP surgery.

This report provides a summary of the feedback received by Healthwatch Torbay’s rate and review system on local GPs during April – May 2017, together with social media comments surrounding the frustrations that many of the local community are facing accessing their GPs.

Since April 1st 2017 to date (25th May 2017) we have received 54 new online reviews of local GP services, nearly five times more than the previous 2 month period (11 reviews from Feb to March 2017).

Sixteen different GP practices were reviewed, with an overall star rating offered by the public as 2.5 out of 5, compared to the overall average of 3.9 (since June 2014).

Following the significant increase in public reviews of GP Surgeries on the Healthwatch Torbay website, a meeting was arranged with the Practice Manager from Chelston Hall (with branch sites at Abbey Road and Barton Surgery) to discuss this feedback. There was some reassurance during this meeting that system changes were being put in place during early April 2017, which may have led to issues during a ‘settling in’ period. The Practice Manager assured us that the systems were now working effectively but some patients may not have been completely aware of this or the work undertaken behind the scenes to achieve this.

However, although these new processes were being introduced and we agree that thereneeds to be a ‘settling in’ period, the majority of the patient feedback at the time suggested the system may not have been working effectively. This may have led directly to an increase in social media comments surrounding GP practices.

Healthwatch Torbay would hope that in the coming months patient feedback regarding GP appointment booking systems will be more positive. Healthwatch Torbay have concerns regarding the way social media GP surgery feedback was responded to - especially regarding the legality of using patients’ confidential records for reasons other than for their healthcare - which need to be addressed immediately.

The report includes 3 recommendations.