The experience of GP services

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Summary of report content

This report is based on the experience of 561 people. Feedback has been obtained from a variety of sources, including general outreach and comments posted online (NHS, Care Opinion and social media).

Feedback suggests that people are broadly satisfied with customer service (staff attitude and quality). While service access remains an issue for many - complaints about ability to book appointments, waiting times and lists have all marginally decreased this quarter. Administration also remains an issue, with more complaints recorded. Overall sentiment is 60% positive, 39% negative and 1% neutral.

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 most people receive good quality, compassionate treatment and care, and feel supported and involved.

Over 100 people left negative feedback about administration, with sentiment clearly negative overall. People would also like greater levels of communication and support from administrative staff, comments suggest.

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General details

Report title 
The experience of GP services
Local Healthwatch 
Healthwatch Harrow
Date of publication 
Wednesday, 28 April, 2021
Date evidence capture began 
Wednesday, 1 April, 2020
Date evidence capture finished 
Wednesday, 31 March, 2021
Key themes 
Booking appointments
Communication between staff and patients
Quality of care
Service delivery organisation and staffing
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment

Methodology and approach

Primary research method used 

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 
Does the information include public'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? 

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.