Satisfaction with booking appointments and waiting lists in GP surgeriesDownload (PDF 1.86MB)
Summary of report content
Healthwatch Tower Hamlets has been conducting research on patient satisfaction with the appointment booking process and waiting time for appointments in GP surgeries in the borough. A patient satisfaction survey carried out between October 2018 and January 2019, both online and face-to-face in GP surgeries, with 289 respondents. General monitoring of GP surgeries as part of our regular outreach programme (September 2017 to February 2019), including data obtained in the community, as well as reviews on NHS Choices and social media. They also interviewed 23 GP representatives and conducted secondary data analysis of data from the National GP Patient Survey 2018 (2773 responses).
Healthwatch identified a total of 789 issues on booking and 506 on waiting for appointments. Patient experience of booking appointments with a Tower Hamlets GP was mixed/leaning positive. Experience of time waiting for an appointment was also mixed. Demographic data was collected. Since 2017, patient experience was shown to have improved. Recommendations were made.