Spotlight on GP services

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Summary of report content

Healthwatch Kent have summarised the feedback heard from local residents about the GP services in their area. Between April 2017 and November 2018, 365 people gave feedback via the Helpline, email and conversations with Healthwatch Kent. Overall, the majority of people provided negative experiences (394 comments) of their GP services and 129 positive comments. The main issues highlighted in this report were: Long waiting times for appointments and difficulties getting an appointment; Quality of treatment is not always what it should be; Staff attitudes and customer service; Complications and delays to referral processes; Challenges for patients to get prescriptions and manage their medicines; and Concerns about changes to GP services such as closures and mergers. The report was shared with the Clinical Commissioning Groups in Kent and they were asked to respond to the feedback.

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General details

Report title 
Spotlight on GP services
Local Healthwatch 
Healthwatch Kent
Date of publication 
Monday, 3 April, 2017
Date evidence capture began 
Monday, 3 April, 2017
Date evidence capture finished 
Friday, 30 November, 2018
Type of report 
Healthwatch England general insight review
Key themes 
Booking appointments
Complaints procedure
Quality of treatment
Service closure
Staff attitudes
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? 
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 
Age group 
Specific ethnicity if known 
Sexual orientation 
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? 

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.