Newcastle Outer West PCN patient survey

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Summary of report content

Healthwatch Newcastle was asked by the Newcastle Outer PCN to survey all their GP patients.  The PCN wanted to understand patient experience to develop its services.  They undertook a survey from 18 January to 12 February to which 1,390 people responded.

The overall results of this survey were very positive.

The questions about mental health and additional services both show that mental health is a significant concern for survey respondents. In addition, the results indicate that many respondents do not know how to access mental health support should they need it or feel that the help on offer is insufficient.

 Many respondents are unaware of the new services on offer at their surgeries. They asked for more information about what services are available, what they involve and how to access them.

How people are dealt with when they visit or contact the surgery is always important. In its various elements, it represents the single most significant factor in what respondents found most helpful about their contact. Also, the perceived improvements in how both staff and clinicians have responded during the pandemic are significant.

Contacting the surgery by telephone was the issue which respondents felt needed the most improvement. It was also a significant contributor in the question asking why respondents felt their experience of contacting their surgery during the pandemic was worse than usual.

Appointment systems are the second most common area requiring improvement, scoring almost as highly as telephone systems. Interestingly, respondents also rated appointment systems second in the reasons why their experience of contacting their surgery during the pandemic was better than usual, indicating that changes introduced during the pandemic have led to improvements in this area.

Although most respondents feel that changes introduced during the pandemic have improved their experience of contacting their surgery, for others not being able to have face-to-face contact with their GP is a major concern

The question about additional services indicates that many respondents are keen to live a healthy lifestyle and would like support from their surgery with this.

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General details

Report title 
Newcastle Outer West PCN patient survey
Local Healthwatch 
Healthwatch Newcastle Upon Tyne
Date of publication 
Tuesday, 15 June, 2021
Date evidence capture began 
Monday, 18 January, 2021
Date evidence capture finished 
Friday, 12 February, 2021
Key themes 
Booking appointments
Communication between staff and patients
Digitalisation of services
Information providing
Quality of care
Quality of staffing
Service delivery organisation and staffing
Staff attitudes
Waiting times and lists for treatment

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Other local body
If this work has been done in partnership, who is the partner? 
Primary research method used 
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 
All people 18 and over
Specific ethnicity if known 
English/Welsh/Scottish/Northern Irish/British
Sexual orientation 
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? 
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.