This report is based on the experience of 773 people. Feedback has been obtained from a variety of sources, including general outreach and comments posted online (NHS, Care Opinion and social media).
Experiences indicate most people received good quality, compassionate treatment and care, and felt supported and involved. However, experiences suggest people would like greater levels of communication and support. Ability to book appointments, administration, telephones and waiting lists are cited as issues.
Overall sentiment is 51% positive, 47% negative and 2% 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.
Over 120 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.
The experience of GP services
Date of publication
Thursday, 4 November, 2021
Date evidence capture began
Thursday, 1 October, 2020
Date evidence capture finished
Thursday, 30 September, 2021
Car parking access
Car parking charges
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
Was the work undertaken at the request of another organisation?
What type of organisation requested the work
If this work has been done in partnership, who is the partner?
Primary research method used
If an Enter and View methodology was applied, was the visit announced or unannounced?
Number of people who shared their views
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
What was the main sentiment of the people who shared their views?
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?