A mystery shop of Croydon's GPs on registration

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Summary of report content

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General details

Report title 
A mystery shop of Croydon's GPs on registration
Local Healthwatch 
Healthwatch Croydon
Date of publication 
Monday, 4 March, 2019
Date evidence capture began 
Monday, 19 November, 2018
Date evidence capture finished 
Friday, 21 December, 2018
Type of report 
Report
Key themes 
Access
Administration
Admission
Booking appointments
Communication between staff and patients
Engagement
Health inequalities
Health promotion
Information providing
Service delivery organisation and staffing
Staff attitudes
Staff training
Healthwatch reference number 
Rep-4510

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 
Survey
How was the information collected? 
Research
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

Details about conditions and diseases

What type of pregnancy or maternity themes are included in the report 
N/A

Details of people who shared their views

Number of people who shared their views 
57
Age group 
All people 18 and over
Gender 
All
Ethnicity 
All
Specific ethnicity if known 
All
Sexual orientation 
NA
Does the information include public's views? 
No
Does the information include carer's, friend's or relative's views? 
No
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
Administrative
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Neutral

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Yes
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.