Patient awareness of NHS medical services, Barnet

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Summary of report content

In 2017, Healthwatch Barnet set out to explore awareness and use of different medical services available in Barnet. It was also an opportunity to ask residents how they would like to receive information about local services and to gather initial views on a leaflet that provides comprehensive information of the different medical services in Barnet and when to access them. Healthwatch Barnet approached Millway Medical Practice as it is a practice with over 18,000 patients on their list and would provide a good number of Barnet residents to speak to. The exercise showed that most people had heard of the range of different NHS services available to them with Walk-In Centres being the service with the highest awareness rate. 87% surveyed said that they were aware they could use the pharmacy for advice about minor medical problems and few had heard of NHS 111 service. Most respondents said they would only use A&E for emergencies (not for normal medical advice and treatment), however there were 43 people who said they would go to A&E for non-emergencies. The data shows that that over half of those who said they would go to A&E for a non-urgent issue were aware of and had used at least two other services. The report concluded that patient awareness of the different services was higher than their use and that this could be because participants had not needed to access the different services or that awareness does not guarantee use. The report makes four recommendations which include developing campaigns to help the public to understand the correct use of NHS services and improve communications with patients around NHS changes. It is unclear who the recommendations were aimed at as the report does not state where it has been shared or contain a response to the recommendations.

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General details

Report title 
Patient awareness of NHS medical services, Barnet
Local Healthwatch 
Healthwatch Barnet
Date of publication 
Friday, 5 January, 2018
Date evidence capture began 
Wednesday, 1 March, 2017
Date evidence capture finished 
Thursday, 30 November, 2017
Type of report 
Key themes 
Communication between staff and patients
Health promotion
Information providing
Public involvement
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? 
Visit to provider
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 
Community pharmacy
GP practice
NHS 111
Urgent care services
Secondary care services 
Accident & emergency
Urgent and emergency care services 
Accident & emergency
NHS 111
Urgent care services

Details about conditions and diseases

Types of disabilities 
Not known
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
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? 
Not applicable
Types of health and care professionals engaged 
Does the information include other people's views? 
Not applicable
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? 

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.