GP access review

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Summary of report content

Healthwatch Herefordshire carried a survey in groups and online between July and October 2017. 313 people participated making over 3,000 comments. There is a mix of ages, GP practices, and geographical spread represented in the survey respondents, and over half of those who took part said they had a long term condition. The questions asked people about their experience of registering with a GP, booking appointments, if people knew what services were available through their GP practice, how often patients visited the surgery, and how people found getting to the surgery as well as access to the practice once they arrived. There was a further set of questions relating to the closure of the local Walk-In Centre. Issues revealed in patient stories included: Lack of Practitioner/Surgery/Reception clinical expertise; continuity and customer care; concerns about out of hours services; concerns about conditions that may not be covered by NHS; reasonable adjustments not being made; lack of clear information; telephone triage concerns; accuracy of medical records; lack of coordination/joint working across health and social care. Experiences were mixed although the majority thought their experience acceptable if ‘OK’ and ‘Good’ are added together. However, over a third of survey participants have had bad experiences of booking appointments by telephone and online. Many patients expressed positive experiences of their surgeries, of the staff, of getting appointments, of reasonable adjustments and of the 111 service. The report raised a series of questions that Healthwatch Herefordshire have drawn from the responses and plan to put to commissioners. Eight recommendations were made that covered the local offer, facilities, information provision to patients, and the need to make reasonable adjustments for patients with additional needs. Healthwatch Herefordshire indicate in the report that the responses to these will be published in a future final report.

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General details

Report title 
GP access review
Local Healthwatch 
Healthwatch Herefordshire
Date of publication 
Monday, 3 December, 2018
Date evidence capture began 
Saturday, 1 July, 2017
Date evidence capture finished 
Tuesday, 31 October, 2017
Type of report 
Key themes 
Booking appointments
Building and facilities
Car parking access
Car parking charges
Communication between staff and patients
Consent to care and treatment
Continuity of care
Cost of services
Health inequalities
Health promotion
Health protection
Information providing
Integration of services
Lifestyle and wellbeing
Patient records
Quality of appointment
Quality of care
Quality of treatment
Service closure
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
Out of hours
NHS 111
Urgent care services
Urgent and emergency care services 
Accident & emergency
NHS 111
Urgent care services

Details about conditions and diseases

Types of disabilities 
Long term condition
Types of long term conditions 
Not known
What type of pregnancy or maternity themes are included in the report 

Details of people who shared their views

Number of people who shared their views 
Age group 
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? 
Does the information include staff's views? 
Not known
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? 
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.