Patient awareness of NHS medical services Millway patient

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Summary of report content

This project set out to explore awareness and use of different medical services available in Barnet, amongst residents attending a GP surgery. 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. To engage with a significant number of patients, Millway Medical Practice was approached as a key location to carry out this project and they expressed an interest in the research. Millway Medical Practice is a large medical practice in Mill Hill, with over 18,000 people on their practice list. The group decided to undertake two cohorts of engagement sessions with patients at the surgery, using a short questionnaire exploring their understanding and usage of NHS services. Overall, Healthwatch Barnet engaged with 390 people across the different dates, 194 in March and 196 in November 2017. The key themes of the findings included awareness of different services, use of different services and how people want to receive updates about healthcare services. Through the engagement sessions, it emerged that high numbers of people (up to 92%) were aware of pharmacies and WICs. However, patient awareness of NHS 111 was lower (78%). It also emerged that patient awareness of the different services was higher than their use. This report contains 4 recommendations specifically around communication methods used by NHS services.

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General details

Report title 
Patient awareness of NHS medical services Millway patient
Local Healthwatch 
Healthwatch Barnet
Date of publication 
Friday, 5 January, 2018
Date evidence capture began 
Wednesday, 1 March, 2017
Date evidence capture finished 
Wednesday, 1 November, 2017
Type of report 
Key themes 
Information providing
Healthwatch reference number 

Methodology and approach

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 
Community pharmacy
GP practice
NHS 111
Urgent care services
Secondary care services 
Accident & emergency

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? 
Does the information include staff's views? 
Does the information include other people'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? 
Yes action has been taken or promised
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.