GP services in Derby City

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Summary of report content

Healthwatch Derby undertook a workshop on 21 November 2019 at the Derby Refugee Advice Centre with 27 people to understand their experiences of registering with a GP and the quality of care they received.

People largely had a negative experience of registering with a GP, due to lack of support and problems providing proof of ID and address.

Overall people were happy with GPs, they felt the staff were caring and communicated well with them.  The main problems they experienced were long waits to get through on the phone and lack of appointments.  They also experienced communication barriers trying to make an appointment to explain their symptoms.  Some people wanted to see a medical professional of their own gender.

The reports concludes with a set of learning points for GP surgeries on meeting the needs of refugees and asylum seekers.

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General details

Report title 
GP services in Derby City
Local Healthwatch 
Healthwatch Derby
Date of publication 
Wednesday, 28 April, 2021
Date evidence capture began 
Thursday, 21 November, 2019
Date evidence capture finished 
Thursday, 21 November, 2019
Key themes 
Communication between staff and patients
Quality of care
Waiting times and lists for treatment

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
Engagement event
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

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Other population characteristics 
Refugees or asylum seekers
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? 
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? 
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.