Leeds West CCG GP report

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Summary of report content

Healthwatch Leeds works to gather and feedback the views and experiences of people who use health and care services in the city, particularly those who are not always heard. In April 2015 Healthwatch Leeds were approached by NHS Leeds West Clinical Commissioning Group (CCG) to work with them to evaluate the impact of the extended opening hours that some of their GP surgeries were piloting. Concerns about access to GPs and getting appointments was an issue raised with Healthwatch Leeds. This project enabled Healthwatch Leeds to work in partnership with the CCG to evaluate the extended opening hours, while also allowing Healthwatch Leeds to gather feedback about people’s experiences of accessing their GPs. Healthwatch Leeds staff and volunteers carried out surveys in 22 surgeries in the Leeds West area and spoke to over 400 patients. The key aim of the surveys was to identify if the extended opening hours being piloted in these surgeries had an impact on patient access to their GP surgery. The focus was specifically on ease of getting an appointment when one was needed and to identify any overall improvements in patient experiences. The key findings indicated while there were variations between patient experiences from surgery to surgery,: the key messages were: just over half of the people Healthwatch Leeds spoke to felt there had been an improvement in making an appointment. The full impact of the extended opening hours was not completely clear, as just under half of the people we spoke to either felt it had not changed anything or they had not had the need to make an appointment so could not comment. There were mixed levels of awareness among patients about the extended opening hours. There was a very positive response to the extended opening hours once people were made aware of these. A few concerns were expressed from patients who had to travel to a different surgery for weekend appointments. There were a lot of comments made about problems when phoning surgeries. The issue of attitude of receptionists was mentioned by some people that we spoke to. In some of the surgeries concerns were raised about the difficulties getting routine appointments. There were overall positive views about the ‘walk-in’ ‘sit and wait’ services from the small number of people who had used them.

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General details

Report title 
Leeds West CCG GP report
Local Healthwatch 
Healthwatch Leeds
Date of publication 
Saturday, 6 June, 2015
Date evidence capture began 
Monday, 11 May, 2015
Date evidence capture finished 
Saturday, 6 June, 2015
Type of report 
Key themes 
Building and facilities
Communication between staff and patients
Health promotion
Information providing
Public involvement
Quality of appointment
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
Staff levels
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 
How was the information collected? 
Not known
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? 
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 in the report? 
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.