Summary of report contentBetween 2015 – 2017 Healthwatch Warwickshire (HWW) conducted an assessment of patient experience at the 82 GP practices across the county. This was carried out by authorised HWW representatives at the GP practices and via patient surveys, capturing surveys of more than 2,000 patients. The aim of this work was to assess the patient experience from end-to-end. Recommendations included: maximising the use of online bookings; communicating delays to patients on the day of an appointment; promoting the Patient Participation Groups (PPGs) to positively influence the development of surgery and local services; providing comments and complaints processes; ensuring notice boards are up to date; fully advertising available services to patients and addressing reception issues including increasing staff to deal with queues and promoting a private space for confidential discussions. In addition suggestions were made about improving waiting areas, updating signage, improving demarcation and accessibility of disabled parking spaces and sharing good practice between surgeries. Following on from the research and recommendations 42 revisits were made; 40 surgeries had improved, implementing at least one recommendations and 25 surgeries had implemented all recommendations. A total of 208 recommendations were made across the county with 53% (110) implemented. The project provided HWW with stronger relationships with GP practices and PPGs across the county enabling more effective working together for the future.
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GP Patients Experience Review 2015-17, Warwickshire
Date of publication
Monday, 2 February, 2015
Date evidence capture began
Monday, 2 February, 2015
Date evidence capture finished
Friday, 3 March, 2017
Type of report
Enter and view
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?
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?