Summary of report contentHealthwatch Warwickshire carried out a programme of Enter and View visits on all 82 GP surgeries in the county between February 2015 and March 2017. The aim of the programme was to assess the patient experience from beginning to end, and an individual report was produced after each visit. This report summarises the findings and impact of all 82 visits. The report identifies the common areas for improvement including: - maximising the use of the online appointment booking system - communicating appointment delays to patients on the day - promotion of the Patient Participation Groups (PPGs) - providing comments/complaints boxes. The report also highlights areas of good practice including: - participation in the over 75s project by Arden Medical Centre - the appointment booking system at The Arrow Surgery - the triage system implemented by the Riversley Road Surgery. Healthwatch Warwickshire followed up on the impact of their recommendations by revisiting 42 GP surgeries. They found that 25 surgeries had implemented all recommendations. Of the 208 recommendations made in total, 53% had been implemented. They also noted that the programme of visits had resulted in stronger relationships with GP surgeries and PPGs across Warwickshire.
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GP patient experience review 2015-17
Date of publication
Monday, 13 November, 2017
Date evidence capture began
Sunday, 1 February, 2015
Date evidence capture finished
Friday, 31 March, 2017
Type of report
Communication between staff and patients
Waiting time to be seen once arrived at appointment
Other information of note about this report
Healthwatch reference number
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?
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced?
Primary care services
Number of people who shared their views
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?
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?
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?
What type of impact was determined?
Tangible impact (not cost related)