Primary care trends analysis Oct'18 to Sep'19

Healthwatch Harrow undertook analysis of primary care trends in their local area between October 2018 and September 2019. Service categories that were analysed included appointment booking systems, clinical treatment, staff attitude, administration and communication. These categories were chosen by the GP practice managers.

The majority of data was collected from NHS Choices which were mostly positive experiences. People mostly spoke about their clinical treatment and staff attitude which was also mostly positive. Booking appointments was the largest negative trend overall with some patients expressing discontent about booking systems and the inability to get an appointment when required. However, people were generally satisfied about the waiting times to be seen after arriving at their appointments. People were also generally satisfied with support from reception staff, however, some complained about administrative processes. Regarding communication, access to advice and information could be further improved.