Report of mystery shopping exercise of GP phone systems

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Summary of report content

This document reports on the experiences of Healthwatch Coventry staff and volunteers in contacting GP practices in Coventry by telephone. The findings show a variation in the access to GPs by telephone across Coventry, and also highlighted the different approaches to phone systems and messages being used. Some of these worked better than others from a patient point of view.

Healthwatch Coventry made five recommendations in this report.

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General details

Report title 
Report of mystery shopping exercise of GP phone systems
Local Healthwatch 
Healthwatch Coventry
Date of publication 
Wednesday, 18 August, 2021
Date evidence capture began 
Monday, 14 June, 2021
Date evidence capture finished 
Monday, 12 July, 2021
Key themes 
Booking appointments
Communication between staff and patients
Digitalisation of services
Information providing
Patient records
Service delivery organisation and staffing

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
Structured interview

Details of health and care services included in the report

Primary care services 
GP practice

Outcomes and impact

Were recommendations made by local Healthwatch in 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.