Executive Summary of Thematic report, Herfordshire

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Summary of report content

Between May and July 2016, 8 Enter and View visits were carried out across Herefordshire gathering patient experience feedback, in 8 GP surgeries, from 227 patients. The Enter & View visits showed that overall patients in Herefordshire are fortunate to have good Primary Care services. A minority of patients raised issues impacting negatively on their experience. Analysis of patient feedback led to the view that many of the few but common issues raised by patients, across practices, could be addressed by a combination of: • Effective and functioning information technology. Improvements could be made by adding more local information about services available. • Good personnel management and good customer service could be improved by looking at ways to reduce long waits to see “own GP” for continuity of care, especially for patients with emerging or existing, long and complex medical conditions. Offer a mix of practitioners alongside GPs. Offer information to educate patients. Reassure patients that systems are in place to ensure good communication and quality of care. Read patient notes before they arrive. Explaining appointment systems and telephone triage. Communication with Patient Participation Groups (PPGs). Contacting all patients when major changes are made. Being open to adapting the system to support people with special or additional needs. Disability awareness staff training. Creating alternative counters or patient friendly queuing systems. • Effective joint working between different NHS and social care providers, and good patient engagement. Improvements could be made by developing joint ways to help primary care practitioners to keep abreast of pathways and thresholds. Good quality, up to date electronic medical records. A “Passport” to hand to the practitioner or show on a digital device. Communicating clearly to patients and engaging them in what will happen and what patients need to do. Staff to be open and welcome/encourage feedback. • Clear consistent policy.

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General details

Report title 
Executive Summary of Thematic report, Herfordshire
Local Healthwatch 
Healthwatch Herefordshire
Date of publication 
Tuesday, 11 October, 2016
Date evidence capture began 
Monday, 4 April, 2016
Date evidence capture finished 
Thursday, 7 July, 2016
Type of report 
Enter and view
Healthwatch England thematic review
Key themes 
Building and facilities
Complaints procedure
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Primary research method used 
User stories
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Not Known

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? 
Types of health and care professionals engaged 
Does the information include other people's views? 
Not known
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? 
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.