How Can I Help You? Patient feedback report on receptionists’ attitude at Hackney GP practices

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Summary of report content

Healthwatch Hackney analysed their feedback on accessing GP services to look at the role of receptionists.  This report is based on feedback from 80 people accessing GP services in Hackney over the period of nine months from November 2019 to July 2020.

60% of the feedback was positive and 33% negative.  The report identifies which practices had predominantly positive and those with mainly negative feedback.  Issues highlighted by the analysis included receptionists answering the phone inappropriately, insensitive communication in person, inability to display emotional intelligence to deal with difficult encounters, receptionists appearing to give medical advice, and other unprofessional behaviour.

The report contains six recommendations including training, complaints handling and eliciting patient feedback.

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General details

Report title 
How Can I Help You? Patient feedback report on receptionists’ attitude at Hackney GP practices
Local Healthwatch 
Healthwatch Hackney
Date of publication 
Friday, 2 October, 2020
Date evidence capture began 
Friday, 1 November, 2019
Date evidence capture finished 
Friday, 31 July, 2020
Type of report 
Key themes 
Booking appointments
Communication between staff and patients
Complaints procedure
Quality of staffing
Service delivery organisation and staffing
Staff attitudes
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
User stories
How was the information collected? 
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
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? 
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? 
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.