GP Surgeries Patient Feedback Summary Report, Torbay

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Summary of report content

In May 2017 Healthwatch Torbay published a report which provided a summary of the feedback received by Healthwatch Torbay’s rate and review system on local GPs between April and May 2017. The report also included some social media comments surrounding the frustrations that many of the local community faced when accessing their GPs. Between April 1st 2017 to 25th May 2017 54 online reviews of local GP services were received on the rate and review system. The top six themes attributed to the reviews are shown below: • Administration • Staff Attitude • Access to Services • Treatment and Care • Medication (Prescriptions) • Communication As part of this work Healthwatch Torbay visited a GP practice to discuss the feedback. There were 3 recommendations made as part of the report, these were: • An up-to-date information sharing marketing and communications strategy is required to inform patients, the public and stakeholders about changes to GP surgeries. • A consistent approach to gather feedback from GP patients to improve and drive up standards within the Practice. • A clear social media protocol needs to be created for Practice Managers. The report includes a response from the Clinical Commissioning Group (CCG) which states: “We will review the guidance we can give practice managers on their use of social media. The vast majority of time, the practices highlighted in this report use social media appropriately and effectively in responding to patient comments and sharing relevant information and we are sure that practices included in this Healthwatch report will consider its contents carefully to see what they might do differently to deal with the concerns highlighted. The CCG will explore, with practices, how they might use Healthwatch’s feedback centre more effectively.”

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General details

Report title 
GP Surgeries Patient Feedback Summary Report, Torbay
Local Healthwatch 
Healthwatch Torbay
Date of publication 
Friday, 5 May, 2017
Date evidence capture began 
Tuesday, 4 April, 2017
Date evidence capture finished 
Friday, 5 May, 2017
Type of report 
Patient experience
Key themes 
Communication between staff and patients
Quality of treatment
Staff attitudes
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Primary research method used 
User stories
How was the information collected? 
Website Feedback
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 about conditions and diseases

Types of disabilities 

Details of people who shared their views

Age group 
Not known
Not known
Not known
Sexual orientation 
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? 
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? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact external to the report? 
What type of impact was determined? 
Implied Impact

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.