Primary Care Trends Analysis Report

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Summary of report content

Healthwatch Harrow examined patient experience of GP practices in Harrow over a period of 4 months. They identified 1731 issues during this period and reported on 7 key issues chosen by GP Practice Managers. They found the overall patient sentiment to be 65% positive; feedback was generally positive about customer service (quality and staff attitude) while mixed on ability to access services, general administration and communication. Appointment booking had the largest negative trend overall; people expressed discontent about booking and telephone systems.

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General details

Report title 
Primary Care Trends Analysis Report
Local Healthwatch 
Healthwatch Harrow
Date of publication 
Thursday, 14 February, 2019
Date evidence capture began 
Thursday, 12 December, 2019
Date evidence capture finished 
Thursday, 12 December, 2019
Type of report 
Report
Key themes 
Access
Administration
Booking appointments
Communication between staff and patients
Consent to care and treatment
Information providing
Quality of treatment
Staff attitudes
Support
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Healthwatch reference number 
Rep-4903

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 
Survey
How was the information collected? 
Research
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

Number of people who shared their views 
30
Age group 
All
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? 
No
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? 
No
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.