Snapshot Survey 2: Haringey GP Surgeries

Healthwatch Haringey undertook research on the quality and accessibility of GP services across the borough. The snapshot survey involved visits to all 47 GP surgeries in Haringey, assessing customer care, complaints processes, website information, patient participation groups, translation services and support for people with hearing loss. The work followed an earlier survey conducted in January 2015 to identify areas of improvement and ongoing challenges. 

The report found that customer care had generally improved since the previous survey, with 40 of 47 surgeries rated as good or better in their interactions with Healthwatch representatives and 36 of 47 rated as good or better in their interactions with patients. Feedback and complaints information was more visible than in the earlier survey, and there had been a substantial increase in the display of information about NHS complaints advocacy services. However, some surgeries still had complaints procedures that were difficult to find or unclear. 

The survey also identified improvements in online services and patient engagement. Thirty-six surgeries had independent websites and 77% displayed complaints procedures online, while 57% allowed appointments to be booked through their websites. Forty of the 47 surgeries had established Patient Participation Groups, although levels of activity varied and some practices reported difficulties recruiting and retaining members. Most surgeries offered translation services for non-English speakers, and just over half provided British Sign Language support for deaf patients. 

The report concluded that GP surgeries in Haringey had made positive progress across all six areas assessed, particularly in customer care, complaints information and patient participation. Healthwatch Haringey recommended that all practices continue to improve the visibility of complaints procedures, expand online services, strengthen Patient Participation Groups, ensure access to translation services, and improve support for patients with hearing loss, including consideration of new technologies such as video sign-language services.