The experience of GP services

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Summary of report content

Healthwatch Harrow engaged with 495 people about their experiences of GP services during January to December 2020.

The report found that people are broadly satisfied with customer service (staff attitude and quality). Service access remains an issue for many - complaints about ability to book appointments, telephone access, waiting times and lists have all marginally decreased this quarter. The ability to obtain timely appointments is a problem for many, with accounts of congested telephone lines and waits of days (or more) to see a clinician. Choice is also an issue, with some patients not comfortable with, or able to undertake remote appointments. Experiences indicate the vast majority of people receive good quality, compassionate treatment and care, and feel supported and involved. People would also like greater levels of communication and support from administrative staff, comments suggest.

No recommendations were made in this report.

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General details

Report title 
The experience of GP services
Local Healthwatch 
Healthwatch Harrow
Date of publication 
Thursday, 28 January, 2021
Date evidence capture began 
Wednesday, 1 January, 2020
Date evidence capture finished 
Thursday, 31 December, 2020
Type of report 
Key themes 
Booking appointments
Cleanliness hygiene and infection control
Communication between staff and patients
Information providing
Quality of care
Service delivery organisation and staffing
Staff attitudes
Staff training
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
User stories
How was the information collected? 
Website Feedback
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 
Specific ethnicity if 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? 

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.