Our GPs - what local people say

Healthwatch Tower Hamlets undertook research on GP services in the borough. They spoke to 332 service users between April and September 2017 and analysed 1,388 issues raised through patient feedback, including comments collected through outreach activities, NHS Choices, Patient Opinion and social media.

Patients were generally positive about the quality of care provided by GPs and nurses, with many describing clinical staff as caring, supportive, professional and knowledgeable. Continuity of care, clear explanations, prompt referrals and being involved in decisions about treatment were particularly valued. Nursing services received the most positive feedback, with nurses frequently praised for their compassion, professionalism and support. 

The main concerns related to access. Many patients described booking systems as confusing, difficult to navigate and lacking transparency. Long telephone queues, difficulty obtaining appointments, lengthy waits for routine consultations and administrative errors were common themes. Patients also reported problems with referrals, lost test results, prescription issues and inconsistent information from reception staff. While many people praised reception staff for their helpfulness and dedication, others reported poor communication and negative experiences when contacting surgeries.

Healthwatch Tower Hamlets concluded that GP services were viewed as high quality but difficult to access. The report recommended improving booking systems, increasing transparency about appointment availability and waiting times, strengthening telephone and online services, improving communication with patients, reducing administrative errors, supporting patients to access online services and ensuring patients receive clear information about their care, referrals and treatment options.