Primary care trends analysis Oct'18 to Sep'19

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Summary of report content

Healthwatch Harrow undertook analysis of primary care trends in their local area between October 2018 and September 2019. Service categories that were analysed included appointment booking systems, clinical treatment, staff attitude, administration and communication. These categories were chosen by the GP practice managers.

The majority of data was collected from NHS Choices which were mostly positive experiences. People mostly spoke about their clinical treatment and staff attitude which was also mostly positive. Booking appointments was the largest negative trend overall with some patients expressing discontent about booking systems and the inability to get an appointment when required. However, people were generally satisfied about the waiting times to be seen after arriving at their appointments. People were also generally satisfied with support from reception staff, however, some complained about administrative processes. Regarding communication, access to advice and information could be further improved.  

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General details

Report title 
Primary care trends analysis Oct'18 to Sep'19
Local Healthwatch 
Healthwatch Harrow
Date of publication 
Thursday, 26 September, 2019
Date evidence capture began 
Monday, 1 October, 2018
Date evidence capture finished 
Monday, 30 September, 2019
Type of report 
Report
Key themes 
Access
Administration
Booking appointments
Digitalisation of services
Information providing
Quality of appointment
Quality of treatment
Staff attitudes
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-7480

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
If this work has been done in partnership, who is the partner? 
None
Primary research method used 
User stories
How was the information collected? 
Website Feedback
If an Enter and View methodology was applied, was the visit announced or unannounced? 
N/A

Details of health and care services included in the report

Primary care services 
GP practice

Details of people who shared their views

Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
No
Types of health and care professionals engaged 
N/A
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
No
Does the information contain a response from a provider? 
Not applicable
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
No

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.