The experience of GP services October 2019 - September 2020

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Summary of report content

This report is a trends analysis report by Healthwatch Harrow about experience of GP services and is based on the feedback of 535 people obtained from a variety of sources, including general outreach and comments posted online.

The top themes are:

  • people are broadly satisfied with customer service (staff attitude and quality)- vast majority of people receive good quality, compassionate treatment and care, and feel supported and involved;
  • service access is an increasing issue for many- 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 an issue, with some patients not comfortable with, or able to undertake remote appointments;
  • people would like greater levels of communication and support from administrative staff;
  • people have mixed sentiments about Covid-19, Children, Mental Health and Maternity;
  • older people have more negative experiences.

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General details

Report title 
The experience of GP services October 2019 - September 2020
Local Healthwatch 
Healthwatch Harrow
Date of publication 
Thursday, 15 October, 2020
Date evidence capture began 
Tuesday, 1 October, 2019
Date evidence capture finished 
Wednesday, 30 September, 2020
Type of report 
Key themes 
Booking appointments
Continuity of care
Information providing
Quality of care
Staff attitudes
Healthwatch reference number 

Methodology and approach

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 
User stories
How was the information collected? 
Website Feedback
Third Party
Social Media
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 
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? 
Not known
Does the information include staff's views? 
Types of health and care professionals engaged 
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? 
Not applicable
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.