Walsall GP Patient experience report

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Summary of report content

Healthwatch Walsall carried out a survey of Walsall residents in 2013/14 about local GP practices. As this suggested wide variations in patient satisfaction between different practices, a further survey took place in February and March 2016. This was more focused on patient experiences and outcomes of seeing their GP to understand the factors that may influence satisfaction levels. The survey was completed with patients at GP practices by Healthwatch Walsall, supported on-line and by some GP practices. Key findings - Overall patient satisfaction was high with 84% of respondents saying that their practice was either excellent or good. Issues cited by respondents negatively affecting their satsifaction levels were; on the day appointment and routine appointment availability, having to use A&E when unable to get an appointment, being able to get through by telephone, being rushed during appointments, the attitude of some reception staff, being unable to see the same GP which affected the continuity of care, the lack of flexible appointment times for people who work or are at school, privacy at the reception desk and facilities for children in waiting rooms (lack of provision of toys). Reccomendations - While the majority of people appear satisfied with their GP services there remains a sizeable number that have poor or very poor experiences. This could be improved by; specified thresholds of satisfaction for all practices, practices falling below developing action plans to improve patient experience, a pilot project in collaboration with the CCG, NHS and PRG's to focus on low scoring GP practices, review of the average waiting times for telephone queuing systems and potential cost impact on patients left on hold, introduce customer service training for reception staff, where reception staff determine urgency of need ensure they have undergone recognised triage training, review the availability of early morning and later evening appointments for those with school, work or caring commitments, review the availability of routine appointments to reduce pressure on urgent appointments.

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General details

Report title 
Walsall GP Patient experience report
Local Healthwatch 
Healthwatch Walsall
Date of publication 
Tuesday, 28 February, 2017
Date evidence capture began 
Wednesday, 1 January, 2014
Date evidence capture finished 
Saturday, 14 May, 2016
Type of report 
Report
Key themes 
Access
Administration
Booking appointments
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Continuity of care
Diagnosis
Information providing
Medication
Quality of appointment
Quality of care
Quality of staffing
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
Waiting times and lists for treatment
Other information of note about this report 
Carers
Healthwatch reference number 
Rep-1118

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
Primary research method used 
Survey
How was the information collected? 
Survey
If an Enter and View methodology was applied, was the visit announced or unannounced? 
N/A

Details of health and care services included in the report

Primary care services 
GP practice
Out of hours
Urgent care services
Urgent and emergency care services 
Urgent care services

Details about conditions and diseases

Types of disabilities 
N/A
Types of long term conditions 
Not known

Details of people who shared their views

Number of people who shared their views 
983
Age group 
All people 18 and over
Gender 
All
Ethnicity 
All
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
No
Types of health and care professionals engaged 
N/A
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Positive

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
No
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
No

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.