Patient Awareness and Use of NHS Medical Services: Findings from the Millway Medical Practice in Barnet

Healthwatch Barnet conducted a survey of patients at Millway Medical Practice in 2017 to assess patients’ awareness and use of different NHS services, including pharmacies, NHS 111 and walk-in centres. The research was prompted by concerns that some residents may not fully understand the range of healthcare services available to them or when each service should be used. The study involved engagement with 390 patients attending the practice across two survey periods. 

The findings showed that awareness of NHS services was generally high. Ninety-two per cent of respondents had heard of walk-in centres, 87% were aware that pharmacies could provide advice on minor illnesses, and 78% had heard of NHS 111. However, awareness of NHS 111 was noticeably lower than awareness of the other services.

Use of these services was lower than awareness. Seventy-five per cent of respondents had used a walk-in centre, 58% had sought advice from a pharmacy, and 45% had used NHS 111. Despite awareness of alternative services, 11% of respondents said they would still attend Accident and Emergency (A&E) for non-emergency medical issues. Healthwatch noted that many of these individuals were already aware of and had used other services, suggesting that awareness alone does not always influence behaviour.

Feedback indicated that some participants held negative views about NHS 111, and Healthwatch concluded that greater promotion of the service would help ensure people are directed to the most appropriate healthcare option. The report highlighted concern that some residents continued to consider A&E suitable for non-urgent conditions, potentially contributing to unnecessary pressure on emergency services. 

The study also explored how patients preferred to receive information about local healthcare services. Among those who responded, email and text messaging were the most popular communication methods, followed by social media. Patients were generally receptive to receiving updates from NHS organisations and GP practices through multiple communication channels. 

Healthwatch concluded that improving public understanding of NHS services and how to access them appropriately should be a priority. The report recommended developing campaigns to explain the correct use of different NHS services, improving communication with patients about service changes, increasing the use of modern communication channels such as social media and text messaging, and strengthening signposting to appropriate services through initiatives such as volunteer health champions.