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.