Primary care trends analysis - London Road Medical Practice

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Summary of report content

This report examines important aspects of the service provided by the London Road Medical Practice in Croydon. The findings are from July 2014 - January 2016. The categories analysed are : - Appointment booking - Wait at appointment (waiting times and environment) - Clinical treatment (quality of treatment including choice and involvement in decisions) - Staff attitude (attitude of receptionists, clinicians & nurses) - Administration (back office /administrative functions) - Communication (advice and information including language and sensory requirements) The data collected was 92 % from NHS Choices, 5% from Asian elders and 3% from VoiceAbility. According to the comments, the overall sentiment about the service as a whole was 72% positive with clinical treatment the most commented on service aspect, and 91% positive sentiment . Comments suggested people are clearly satisfied with the quality of treatment received. Staff attitude was also a popular topic and got 82% positive comments.

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General details

Report title 
Primary care trends analysis - London Road Medical Practice
Local Healthwatch 
Healthwatch Croydon
Date of publication 
Thursday, 11 February, 2016
Date evidence capture began 
Tuesday, 1 July, 2014
Date evidence capture finished 
Sunday, 31 January, 2016
Type of report 
Key themes 
Booking appointments
Communication between staff and patients
Quality of care
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
Staff attitudes
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 
User stories
How was the information collected? 

Details of health and care services included in the report

Primary care services 
GP practice

Details about conditions and diseases

Types of disabilities 
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 
Specific ethnicity if 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? 
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.