Your Voice Can Change Services: Experience of patients using Parkway, Fieldway and Headley Drive GP surgeries

Healthwatch Croydon undertook research on the experiences of patients using Parkway Health Centre, Fieldway Medical Centre and Headley Drive Surgery, all part of the New Addington Group Practices. They received 335 survey responses between October 2020 and January 2021, using a text messaging survey to gather feedback on GP services and the Dr iQ app. 

The research found that 59% of respondents rated their GP experience positively, with patients commonly praising the professionalism of doctors, helpful staff, good communication and the ability to obtain appointments when needed. However, 14% reported negative experiences, citing difficulties obtaining appointments, prescription issues, poor communication, long waiting times and concerns about staff attitudes. Access to care and continuity of care were recurring concerns, with some patients frustrated at not being able to see the same GP consistently. 

The report also explored use of the Dr iQ app. Awareness was high, with 91% of respondents having heard of it and 74% reporting that they had used it. Patients valued being able to order prescriptions, request appointments and communicate with the practice online. However, many highlighted difficulties using the app, particularly older people and those with limited digital skills. Common concerns included technical problems, limited functionality, difficulty accessing support and the risk of digitally excluding some patients, particularly at Headley Drive Surgery, where response levels were notably lower. 

Healthwatch Croydon recommended improving support and training for patients using the Dr iQ app, developing additional app features, continuing to engage with patients about service improvements and ensuring that access arrangements reflect the different needs of patients across the three surgeries. The report also highlighted concerns about staff attitudes, communication and access to health and social care services more broadly, including difficulties accessing GPs, dentists and hospital services.