My GP journey, learning from the experience of seldom heard groups

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General details

Report title 
My GP journey, learning from the experience of seldom heard groups
Local Healthwatch 
Healthwatch Surrey
Date of publication 
Thursday, 1 June, 2017
Date evidence capture began 
Tuesday, 1 November, 2016
Date evidence capture finished 
Tuesday, 31 January, 2017
Type of report 
Patient experience
Key themes 
Access
Booking appointments
Car parking cccess
Communication between staff and patients
Continuity of care
Quality of appointment
Staff training
Healthwatch reference number 
Rep-1306

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
Primary research method used 
Structured interview
Survey
How was the information collected? 
Survey
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
Out of hours
NHS 111
Urgent and emergency care services 
NHS 111

Details about conditions and diseases

Types of disabilities 
Hearing
Learning or understanding or concentrating
Mental health
Mobility
Multiple
Long term condition
Types of long term conditions 
Alzheimer’s disease or dementia
Blindness or severe visual impairment
Deafness or severe hearing impairment
Learning disability
Mental health condition

Details of people who shared their views

Number of people who shared their views 
120
Age group 
All
Gender 
All
Ethnicity 
All
Sexual orientation 
Not known
Other population characteristics 
Homeless people
People who live in poverty
People with limited family or social networks
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Yes
Does the information include staff's views? 
No
Types of health and care professionals engaged 
Doctors
Receptionists
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

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? 
No

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.