GP Patients Experience Review 2015-17, Warwickshire

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Summary of report content

Between 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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General details

Report title 
GP Patients Experience Review 2015-17, Warwickshire
Local Healthwatch 
Healthwatch 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
Patient experience
Key themes 
Booking appointments
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Not applicable
What type of organisation requested the work 
Primary research method used 
Structured interview
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Not Known

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? 
Not known
Does the information include other people's views? 
Not known
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.