The Effectiveness of Communication within Hampshire and the Isle of Wight

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Summary of report content

Healthwatch Isle of Wight, Hampshire, Portsmouth and Southampton were asked by the Hampshire and Isle of Wight Sustainability and Transformation Partnership to undertake a project regarding the accessibility, and information available relating to primary care extended hours appointments across the area. Between January and September 2019, Healthwatch investigated several methods of communications across Hampshire and Isle of Wight, in order to get a comprehensive snapshot of what was being implemented.  They reviewed all surgery websites, visited 110 surgeries, phoned 100 surgeries and surveyed 276 people.

Overall, 78% of the practice websites had details of the extended access service. . However, only 51% of surgeries display printed materials regarding Extended Access, and of that, only 23% of those were placed in a prominent position. The survey found that only 43% of respondents were aware of the additional appointments on evenings and weekends. And of those 43%, only 25% were made aware by their own surgery, with most detailing word of mouth or ‘Other’ as the primary source of information. 1% were made aware by their local Clinical Commissioning Group.

The report has five recommendations about providing better information to patients about the extended access appointments.

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General details

Report title 
The Effectiveness of Communication within Hampshire and the Isle of Wight
Local Healthwatch 
Healthwatch Hampshire
Healthwatch Isle of Wight
Healthwatch Portsmouth
Healthwatch Southampton
Date of publication 
Thursday, 20 August, 2020
Date evidence capture began 
Tuesday, 1 January, 2019
Date evidence capture finished 
Monday, 30 September, 2019
Type of report 
Key themes 
Booking appointments
Information providing
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Other (please specify)
If this work has been done in partnership, who is the partner? 
Hampshire and Isle of Wight Sustainability and Transformation Partnership
Primary research method used 
How was the information collected? 
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? 
Does the information include other people'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? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not known
What type of impact was determined? 
Implied Impact

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.