Going to the Doctors survery report

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Summary of report content

Healthwatch Worcestershire created this report looking at experiences of primary care services in their area. Healthwatch Worcestershire undertook their “Going to the Doctors” survey as primary care, and in particular GP services, are the issue that they heard about most often when they were speaking with people at engagement events. The survey was designed to be a quick, structured way to capture this feedback either face to face or online and provides a snapshot of patient views. 304 people responded to the survey, with the majority being at engagement events. Interesting findings from the survey included: - across all respondents most (31%) would find Saturday morning appointments the most useful time for aditional routine GP appointments, followed by an equal division between weekday lunchtime (27%) and weekday after 6.30 p.m. (27%) - when asked whether respondents would be prepared to go to another GP Surgery in the local area if a same day appointment was not available at their own surgery, 53% said Yes, 31% said No and 16% did not know. - 33% of respondents found it not very easy, or not at all easy to get through on the phone to book an appointment with a GP. Healthwatch Worcestershire came up with 8 points for consideration by Worcestershire Clinical Commissioning Group, including: - GP surgeries could consider how they will further promote and develop the online appointment booking system. - CCGs to satisfy themselves that the triage system is able to identify patients who receive advice and treatment over the phone on a number of occasions within a defined time frame without seeing a GP face to face so that this information can be reviewed. - CCGs to consider how patients can be better informed about how to use the complaints process should they need to. The report does not iclude a response from the service provider.

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General details

Report title 
Going to the Doctors survery report
Local Healthwatch 
Healthwatch Worcestershire
Date of publication 
Thursday, 1 September, 2016
Date evidence capture began 
Monday, 1 February, 2016
Date evidence capture finished 
Friday, 30 September, 2016
Type of report 
Key themes 
Booking appointments
Complaints procedure
Information providing
Quality of appointment
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
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 
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? 
Does the information include other people's views? 
Not known
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? 
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.