Non-urgent care survey report

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Summary of report content

Healthwatch Devon conducted a survey to better understand people’s experiences of accessing non-urgent care services. They conducted the survey from the 14th of March to the 23rd of April 2014. The team used an online survey and distributed a hard copy of the survey. They received a total of 513 survey responses. A further 30 people shared their experiences using the Healthwatch Devon speak out survey. This feedback was also incorporated into the report. The report identified several issues that contributed to a lack of GP accessibility. GP accessibility was a common underlying problem that affected people’s experiences with non-urgent care. The main issues identified were rigid booking systems, not being able to make an appointment on the phone, not being able to see their GP of choice on the day, long waiting times to see a GP and a problem with staff attitude and communication. The survey also found that many people did not know about alternatives to visiting their GP. The report made six recommendations. Three of the recommendations related to GP accessibility. The report also recommended reviewing how alternatives are communicated to the public. It was also recommended that the feedback included in this report be fed into the redesign of the out of hours service in Devon and the Strategic Framework for Community Services. The report did not include responses from non-urgent care providers.

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General details

Report title 
Non-urgent care survey report
Local Healthwatch 
Healthwatch Devon
Date of publication 
Sunday, 1 June, 2014
Date evidence capture began 
Friday, 14 March, 2014
Date evidence capture finished 
Wednesday, 23 April, 2014
Type of report 
Key themes 
Booking appointments
Information providing
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? 
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
Out of hours

Details about conditions and diseases

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

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 applicable
Does the information include staff's views? 
Does the information include other people's views? 
Not applicable
What was the main sentiment of the people who shared their views? 

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.