GP outreach 2016 - The Manor Practice, Waltham Forest

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Summary of report content

This survey intervention was undertaken by Waltham Forest over a 6 week period in 2016 focusing initially on the impact of the recent merger of two GP practices but with a wider view across 4 surgeries in total. Overall, 140 responses from patients were collated in combination with 110 comments. Findings from the survey included the fact that there was a lack of patient awareness about Participation Groups [PPGs], the Family and Friends Test [FFT] and Extended GP Surgeries. It was found that only 17 of the 137 respondents had been invited to complete the FFT Test and only 5 out of 138 had received an invite to attend the PPG. Patient choice was observed in respect to their preferred GP. However, fewer patients were able to book on-line appointments and repeat prescriptions due to lack of information and inadequate IT access or knowledge. In some instances patient motivation was also a factor. Key issues revealed by the survey were waiting times and a limited appointment system since the merger of the surgeries had taken place together with a general level of dissatisfaction expressed in relation to the surgery environment. Overall, staffing levels were insufficient which put additional pressure on existing personnel whilst there were also a lack of female doctors. In terms of the comments received 40 out of a total of 169 were positive, 16 were neutral and 113 were negative. Healthwatch Waltham Forest have sought to address this via a full Report which makes a number recommendations. For example: “Provide patients with clear information about how the telephone and booking systems work, clear outlines of when & where to call for different types of appointments, and inform patients of expected waiting times.” Healthwatch Waltham Forest publish a copy of the Survey questionnaire together with patient responses and comments of thanks from the Practice Manager.

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General details

Report title 
GP outreach 2016 - The Manor Practice, Waltham Forest
Local Healthwatch 
Healthwatch Waltham Forest
Date of publication 
Saturday, 9 July, 2016
Date evidence capture began 
Friday, 1 January, 2016
Date evidence capture finished 
Monday, 29 February, 2016
Type of report 
Key themes 
Booking appointments
Building and facilities
Communication between staff and patients
Information providing
Quality of appointment
Quality of care
Staff attitudes
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? 
Primary research method used 
How was the information collected? 

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
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? 
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? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
What type of impact was determined? 
Tangible Impact (cost related)

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.