General Practice in Norfolk Working relationships with patients and other services part 1

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Summary of report content

Healthwatch Norfolk decided to explore the relationships between General Practice, patients and other health and social care services in Norfolk.  They visited 18 GP practices responsible for providing services to patients from 43 different sites in Norfolk, undertook a survey of 338 patients, conducted one-to-one interviews with 73 members of staff and undertook a further survey of 46 senior primary care staff.


Of the 338 patients who participated in the survey, two thirds (233) had travelled by car to access the GP practice, with little use of community transport. The two most prevalent methods for booking an appointment were by telephone (59%) and in person (30%). The majority (89%) of patients were happy with the service being provided by their GP practice.


Interviews and surveys of practice staff identified problems with IT systems, online booking systems, getting patients to complete the Friends and Family Test, community transport and communicating with other care providers.


There were 5 recommendations to address the problems identified in the report and Healthwatch Norfolk expressed its intention to undertake further work on patient transport and to explore the relationships between different health care services in Norfolk.

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General details

Report title 
General Practice in Norfolk Working relationships with patients and other services part 1
Local Healthwatch 
Healthwatch Norfolk
Date of publication 
Wednesday, 6 January, 2016
Date evidence capture began 
Thursday, 1 January, 2015
Date evidence capture finished 
Wednesday, 30 September, 2015
Type of report 
Key themes 
Booking appointments
Car parking access
Communication between staff and patients
Digitalisation of services
Integration of services
Quality of care
Service delivery organisation and staffing
Waiting time to be seen once arrived at appointment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
How was the information collected? 
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 
Service manager
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? 
Is there evidence of impact in the report? 
Not known
Is there evidence of impact external to the report? 
Not known

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.