Primary Care Survey Report

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Summary of report content

Healthwatch Staffordshire and Healthwatch Stoke on Trent devised surveys to understand people’s experiences of accessing a range of primary care services during the Covid-19 pandemic.  They spoke to 299 people.

Seven out of ten people were only offered telephone or video appointments with their GP.  Two thirds were able to see the primary care professional they wished to see. Two in five said that Covid-19 had stopped them from accessing services.

One in ten needed support to access their primary care appointment.  This included people with hearing loss who had digital appointments and not being able to lip read when professionals wear masks. Three in five were not offered any alternative care if they couldn’t access an appointment.

People were not kept up to date with important changes due to the Covid Pandemic and looked to various sources of information to find out the information they were looking for.

Seven in ten people in Stoke on Trent had a negative experience with their GP surgery.  Over a third reported problems contacting their GP for an appointment. People found it very difficult to get an appointment, so had to go to A&E, NHS111 or the local walk in centre to get care.

People also reported the positive experiences they had during the pandemic, including prescriptions.

There were five sets of recommendations about access to appointments, medication, communication, access to services and information.

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General details

Report title 
Primary Care Survey Report
Local Healthwatch 
Healthwatch Staffordshire
Healthwatch Stoke-on-Trent
Date of publication 
Wednesday, 26 May, 2021
Date evidence capture began 
Tuesday, 1 September, 2020
Date evidence capture finished 
Thursday, 31 December, 2020
Key themes 
Booking appointments
Cleanliness hygiene and infection control
Communication between staff and patients
Health inequalities
Health protection
Information providing
Quality of care
Service delivery organisation and staffing
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment

Methodology and approach

Was the work undertaken at the request of another organisation? 
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 
Baby clinic
Community pharmacy
Dentist (non-hospital)
GP practice
Urgent and emergency care services 
Accident & emergency
NHS 111

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 
Sexual orientation 
Not known
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.