Follow up to GP patient experience report

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Summary of report content

In October 2016, 10 Healthwatch Bucks volunteers visited 47 individual GP surgery waiting rooms; viewed 55 GP surgery/practice websites and called 61 GP surgery/practice when they knew they were closed to hear their out of hours message. The aim of this project was to find good practice and identify opportunities for low cost improvements to the patient experience. The findings were published in a report, in February 2017, on non-clinical patient experience. When the summary report was published, Healthwatch Bucks wrote to each GP surgery/practice with a full breakdown of the findings and provided a “Good Practice Checklist” for surgeries/practices (included in the report). They asked each surgery/practice to inform them of any actions they would be taking to improve their information. This report summarises the responses received from 26 practices. - 15 said that they had made changes or planned to take action as a result of the findings. - 12 noted that they would be using the good practice guide provided by HW. - 12 said that they had involved or would be discussing the results with their Patient Participation Groups (PPGs). - 6 disagreed with elements of the findings or the approach used. - 15/26 practices gave more details of the changes they had made. Some of these were: Improving the telephone answering messages and increasing the amount of information available on website, making information clearer, having a new website and improving the waiting room and telephone systems. Other actions taken were also listed in the report. Healthwatch Bucks further recommends that all practices continue to use the “Good Practice Guide” and to work with their PPGs to help identify what patients would find most helpful and convenient and where improvements can be made to the patient experience.

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General details

Report title 
Follow up to GP patient experience report
Local Healthwatch 
Healthwatch Buckinghamshire
Date evidence capture began 
Tuesday, 17 October, 2017
Date evidence capture finished 
Tuesday, 17 October, 2017
Type of report 
Report
Key themes 
Booking appointments
Communication between staff and patients
Information providing
Healthwatch reference number 
Rep-1717

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
How was the information collected? 
Consultation Responses
If an Enter and View methodology was applied, was the visit announced or unannounced? 
N/A

Details of health and care services included in the report

Primary care services 
GP practice
Out of hours

Details of people who shared their views

Number of people who shared their views 
Unknown
Age group 
All
Gender 
All
Ethnicity 
All
Specific ethnicity if known 
All
Sexual orientation 
Not known
Other population characteristics 
People who are long-term unemployed
Does the information include public's views? 
No
Does the information include carer's, friend's or relative's views? 
No
Does the information include staff's views? 
No
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
No
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
No

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.