GP Patient Audit Information

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Summary of report content

Healthwatch Bromley carried out a research project to assess the consistency and accuracy of 45 GP surgeries out-of-hours (defined by CQC as NHS 111, A&E, Urgent Care Services and Extended Hours Services), answerphone messages, website information and complaint procedures across the London Borough of Bromley. The objective of the research was to find out: • patient experience of using both online and telephone information; • identify how comprehensive and accessible online information is; • identify if complaints procedures are clear and supportive of patients. The findings of the project showed: • Lack of consistency in services and information. • Many had not used out of hours services as they were unaware how to navigate the system or what was available, however those that had used it were generally satisfied with the service provided locally. • 45% of respondents indicated that they had never accessed their GP website for out of hours information. • There was good provision for people for whom English is a second language, with over 140 language provision on many GP websites. • There was limited use of online services for either booking appointments or signposting information in the sampled population. • Most people were unsure how to make a complaint, whether in person or online via the practice website. Healthwatch Bromley recommends that all GP practices within Bromley incorporate the following recommendations: • All information on GP answer machines should be recorded in one message, without patient’s having to press buttons for further information. • Further work is needed to increase awareness of the GP out-of-hours services within Bromley to improve patient experience and patient outcomes. • Bromley GP practices need to update their website information regularly to enable patient access to accurate information and the appropriate out-of-hours service. A chart would be a useful visual aid. • GPs practices that have the facilities in place should allow patients full access to view their medical medical records online. • GP practices should ensure that sufficient details regarding complaints procedures are made available online and displayed in all reception and waiting areas. • All information should be made available in additional languages on GP practice websites, as per the Accessible Information Standard. • NHS symptom checker would be a valuable addition to GP practice website. • To support self-management, the provision of self-care information on websites is a useful tool to empower people to take greater control of their health.

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General details

Report title 
GP Patient Audit Information
Local Healthwatch 
Healthwatch Bromley
Date of publication 
Wednesday, 16 August, 2017
Date evidence capture began 
Tuesday, 1 August, 2017
Date evidence capture finished 
Tuesday, 1 August, 2017
Type of report 
Key themes 
Communication between staff and patients
Complaints procedure
Digitalisation of services
Information providing
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
Structured interview
How was the information collected? 
Not known
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

Details of people who shared their views

Number of people who shared their views 
Not known
Age group 
Specific ethnicity if known 
Sexual orientation 
Not known
Does the information include public's views? 
Not known
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? 
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.