How people with long term or multiple conditions experience care in Rutland GP surgeries

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Summary of report content

Healthwatch Rutland undertook research to understand people’s experiences of, and expectations for, General Practice (GP) care, as there had been many recent and ongoing changes to the way primary care, especially General Practice, is structured and delivered.  Semi-structured interviews were carried out with 30 respondents who were encouraged to talk freely about their experiences and hopes for GP care.

Everyone wanted to be treated and understood as a valued individual with needs and anxieties that are unique to them; there is no such thing as ‘one size fits all’. They were frustrated at the difficulties in getting a same day appointment. Nevertheless, they were satisfied when they felt they had been ‘listened to’, reassured and cared for effectively by someone with appropriate expertise. People with poor vision experienced difficulties, sometimes exacerbated by poor lighting, in reading publications and information screens, operating check-in machines and finding entrances. Reception and pharmacy areas do not afford sufficiently private spaces for confidential communication, causing embarrassment and loss of dignity. Reordering of repeat prescriptions and obtaining medications is problematic for some. The most immediate problem when referred to a hospital was the issue of transport. Secondary to this was the suspicions of poor communications between GPs and specialists. Many people rely on family and social networks for support in managing their health and use the internet to access information about symptoms, conditions and possible treatments. Although some thought social prescribing is a good idea, they suggested it was not necessarily needed by them at this time as they were actively involved in community groups and were being well supported by partners, family members or their community.

There were 5 recommendations about continuity of care; staff training; provision of confidential areas, referrals and social prescribing.

The report contains a response from the provider outlining the action they intend to take.

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General details

Report title 
How people with long term or multiple conditions experience care in Rutland GP surgeries
Local Healthwatch 
Healthwatch Rutland
Date of publication 
Tuesday, 25 August, 2020
Date evidence capture began 
Wednesday, 1 January, 2020
Date evidence capture finished 
Tuesday, 31 March, 2020
Type of report 
Key themes 
Booking appointments
Building and facilities
Communication between staff and patients
Continuity of care
Health promotion
Quality of care
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
Structured interview
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? 
Not known
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 in the report? 
Is there evidence of impact external to the report? 
Not known
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.