East Harling and Kenninghall Medical Practice feedback

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Summary of report content

From October 2020 to September 2021, Healthwatch Norfolk received 96 reviews for East Harling Surgery and 9 for Kenninghall Surgery. Most of these were collected at an engagement event during a flu clinic at East Harling surgery on 25th September 2021. The reviews have an average star rating of 3.9 out of five.

 Patients were most happy with the cleanliness at the surgeries rating it an average of 4.6 out of 5, however they were less satisfied with the waiting time (3.4 out of 5).

Overall, patients were extremely satisfied with the flu clinic at the surgery, they commented on how it was quick and efficient with many reporting no waiting time. Many patients were also understanding about the pressures on GP services as a consequence of COVID-19 and commented how they understood some difficulties they had experienced were across NHS services rather than just at the surgery.

Difficulties reported by patients included struggling to access an appointment, many also told us how they would like the opportunity to see a doctor in-person. Some mentioned knowing that it is difficult to get an appointment discouraged them from seeking help when they needed it. Others told us that they felt there were too many barriers between them and seeing or speaking to a GP.

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General details

Report title 
East Harling and Kenninghall Medical Practice feedback
Local Healthwatch 
Healthwatch Norfolk
Date of publication 
Tuesday, 26 October, 2021
Date evidence capture began 
Thursday, 1 October, 2020
Date evidence capture finished 
Thursday, 30 September, 2021
Key themes 
Booking appointments
Cleanliness hygiene and infection control
Quality of care

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
Engagement event
User stories
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Primary care services 
GP practice

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Not applicable
Is there evidence of impact in the report? 
Not applicable
Is there evidence of impact external to the report? 
Not applicable

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.