Satisfaction with booking appointments and waiting lists in GP surgeries

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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.

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General details

Report title 
Satisfaction with booking appointments and waiting lists in GP surgeries
Local Healthwatch 
Healthwatch Tower Hamlets
Date of publication 
Friday, 31 May, 2019
Date evidence capture began 
Friday, 29 September, 2017
Date evidence capture finished 
Wednesday, 27 February, 2019
Type of report 
Key themes 
Booking appointments
Communication between staff and patients
Digitalisation of services
Health inequalities
Information providing
Public involvement
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? 
What type of organisation requested the work 
Primary research method used 
Engagement event
How was the information collected? 
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Not Known

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 
Specific ethnicity if 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? 
Types of health and care professionals engaged 
Service manager
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.