Primary Care Trends Analysis Report

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Summary of report content

Between 1st October 2018 and 30th September 2019, Healthwatch Harrow examined the patient experience of GP Practices in Harrow. They reported an overall patient sentiment as 68% positive and 27% negative; clinical treatment was the most commented on service aspect at 36% followed by staff attitude at 25% and appointment booking at 17%; Mollison Way Surgery, The Pinn Medical Centre, GP Direct and Roxbourne Medical Centre received the most positive comments while the Ridgeway Surgery was marginally negative; patients found appointment booking system as mostly a negative experience; some patients expressed discontent about booking systems and the inability to get appointments when required; there was also dissatisfaction with telephone systems and waiting times to see a GP; getting to GP practices was not an issue fort the local people; patients considered staff attitude to be an important aspect of services, however, overall sentiment for all staff groups was positive; people were also satisfied with the support from reception staff however did complain about the administrative process.

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General details

Report title 
Primary Care Trends Analysis Report
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 
Patient experience
Key themes 
Booking appointments
Building and facilities
Car parking access
Information providing
Quality of care
Quality of treatment
Staff attitudes
Waiting time to be seen once arrived at appointment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
If this work has been done in partnership, who is the partner? 
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 
GP practice

Details 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? 
Not known
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? 
Not applicable
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.