GP access hub appointments in Brent

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Summary of report content

Healthwatch Brent conducted a survey in all the five GP Access Hubs in Brent to explore the main issues from a previous survey at Kingsbury and Willesden Locality GP practices. Using a survey, they gathered 97 patient's experiences. 

The report found that the majority of patients found the booking process easy, with most patients being able to book an appointment within one week. There was better awareness of what NHS 111 offers compared to the previous survey, but 33% were still unclear what NHS 111 offered. 66% of patients were aware that they were attending a GP Access Hub appointment, Surprisingly, a quarter (26%) of patients were unaware that their appointments were a GP Access Hub appointment.

Healthwatch Brent made recommendations to the CCG and GP practices. These included raising awareness on the alternative services available to people; providing information on the GP Access Hub, self-care, and NHS 111; and for the CCG to consider reviewing the number of appointments available.

A response frm the CCG was not obtained due to COVID-19 priorities.

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General details

Report title 
GP access hub appointments in Brent
Local Healthwatch 
Healthwatch Brent
Date of publication 
Wednesday, 1 January, 2020
Date evidence capture began 
Friday, 1 March, 2019
Date evidence capture finished 
Sunday, 31 March, 2019
Type of report 
Key themes 
Booking appointments
Information providing
Waiting times and lists for treatment
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 
Specific ethnicity if known 
Sexual orientation 
Not known
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? 
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? 
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.