Report into peoples satisfaction of GP services

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Summary of report content

A combination of information emerging from their own ‘Service Watch’ questionnaires, discussion at the Healthier Communities Scrutiny Board and national sources has led Healthwatch Solihull to recognise some potential concern about access to and satisfaction with GP services. Since September 2013, about 50% of respondents to the ‘Service Watch’ survey have made reference to GP practices and of those about a third have expressed dissatisfaction. This has led our team to undertake desk research and, in particular, to pick up and undertake some detailed breakdown of local results from the national GP Patient Survey, an independent survey run by Ipsos MORI on behalf of NHS England. This work has shown that, whilst satisfaction levels reflected by the survey are aligned with national norms, there appear to pockets of exceptionally high satisfaction mirrored by pockets of substantially lower satisfaction and that perceptions of access to GPs are lower than perceptions of experience at GP practices overall. Both of these areas of potential concern merit further, deeper study and Healthwatch Solihull have arranged to work with Healthwatch Birmingham to do further survey and analysis work covering both areas. Anecdotal evidence, potentially supported by the national study, suggests that at practices undertaking social prescribing approaches, or encouraging self-referral to social support agencies, satisfaction levels may be higher. This, too, will be examined further.

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General details

Report title 
Report into peoples satisfaction of GP services
Local Healthwatch 
Healthwatch Solihull
Date of publication 
Monday, 1 June, 2015
Date evidence capture began 
Monday, 1 June, 2015
Date evidence capture finished 
Monday, 1 June, 2015
Type of report 
Key themes 
Booking appointments
Waiting times and lists for treatment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
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

Number of people who shared their views 
Not known
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? 
Is there evidence of impact in the report? 
Not known
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.