Primary Care Trends Analysis Report, Parkway Health Centre

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Summary of report content

Healthwatch Croydon conducted a trends analysis of Parkway Health Centre. The trends within the report are based on service user comments obtained from outreach to the provider between January and December 2015. 109 comments from service users about services provided by Parkways Health Centre were identified and analysed by the team. According to the comments, the majority had a positive sentiment about the service. The clinical treatment received positive comments from patients. Appointment booking and waiting times at appointment received negative feedback. It was commented that the waiting area itself was cluttered with a lack of privacy. However, patients were pleased with the information provided in the waiting area, particular the use of wall space and the electronic display. Patients are satisfied with the level of customer services received from the staff at the centre. Administration services received positive comments, with the suggestion that it is easy to get a repeat prescription. The report did not include recommendations and did not include a response from the provider.

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General details

Report title 
Primary Care Trends Analysis Report, Parkway Health Centre
Local Healthwatch 
Healthwatch Croydon
Date of publication 
Tuesday, 12 January, 2016
Date evidence capture began 
Thursday, 1 January, 2015
Date evidence capture finished 
Thursday, 31 December, 2015
Type of report 
Key themes 
Booking appointments
Communication between staff and patients
Information providing
Service delivery organisation and staffing
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? 
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 of people who shared their views

Number of people who shared their views 
Age group 
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? 
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? 
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.