GP Stocktake

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Summary of report content

Healthwatch Haringey carried out a GP stocktake during November 2021 to January 2022.  They looked at phone systems and websites.

On average it took 5 minutes for calls to be answered in the morning and 6 minutes in the afternoon.  Over a third of calls in the morning and the afternoon were answered in 2 minutes. Healthwatch couldn’t get through to the practice in six of the calls made in the morning and five in the afternoon. The longest time taken to answer was 26 minutes in the afternoon.

Three quarters had a phone queuing system and two in five only offered same day appointments with the patient having to call in the morning.

Over four in five practices had a phone message.  Nearly half used an automated voice in their recorded message.  On average recorded messages lasted 65 seconds.  The language used in recorded messages was often quite complex.

Under one in ten GP websites had no current Covid-19 advice.  Over two in five didn’t have a general email address for patients to contact the practice.  Almost all GP practices signposted people to 111 for out of hours care. One in five didn’t have a feedback form or information on how to make a complaint.

Nearly two in five didn’t mention interpreting services and two in five didn’t have a translate function.  Nearly two thirds didn’t mention disability access and only 15% display a safe surgeries banner/information.

The report contains 17 recommendations.

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General details

Report title 
GP Stocktake
Local Healthwatch 
Healthwatch Haringey
Date of publication 
Tuesday, 1 March, 2022
Date evidence capture began 
Monday, 1 November, 2021
Date evidence capture finished 
Monday, 31 January, 2022
Key themes 
Access
Booking appointments
Digitalisation of services
Information providing
Interpreters
Service delivery organisation and staffing

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
If an Enter and View methodology was applied, was the visit announced or unannounced? 
N/A

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 
Not applicable
Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Not applicable
Does the information include carer's, friend's or relative's views? 
Not applicable
Does the information include staff's views? 
Not applicable
What was the main sentiment of the people who shared their views? 
Neutral

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
No
Is there evidence of impact in the report? 
No
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.