What matters most: support people want from general practices in Birmingham

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Summary of report content

Healthwatch Birmingham investigated what people with a range of conditions want when they visit their general practice. These included people living with mental health problems, autism, dementia and brain injury.

Healthwatch Birmingham heard from 122 patients and carers. They described the value of: being able to make appointments quickly and easily, particularly when in crisis; stability of services and continuity of care; high-quality, integrated whole-person care; dignity and respect; receiving swift and straightforward referrals to specialist and community services; access to high-quality care, where the GP has knowledge and understanding of their condition; and appropriate awareness and knowledge of their condition by the wider general practice staff.

Healthwatch Birmingham made recommendations to the Birmingham Clinical Commissioning Groups (CCGs) to address these issues though producing high-quality patient information leaflets or cards. The leaflets/cards would need to assure patients of their rights in relation to their care, be developed with public and patient involvement, and be accessible to all. Both Birmingham CCGs responded positively to the findings and recommendations of this report. Healthwatch Birmingham planned to track and report on progress in this area following six months.

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General details

Report title 
What matters most: support people want from general practices in Birmingham
Local Healthwatch 
Healthwatch Birmingham
Date of publication 
Thursday, 30 May, 2019
Date evidence capture began 
Monday, 1 January, 2018
Date evidence capture finished 
Thursday, 28 February, 2019
Type of report 
Key themes 
Booking appointments
Continuity of care
Holistic support
Staff attitudes
Staff training
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 
Focus group
Structured interview
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 about conditions and diseases

Conditions or diseases 
Neurological conditions
Types of disabilities 
Learning or understanding or concentrating
Mental health
Long term condition
Types of long term conditions 
Alzheimer’s disease or dementia
Mental health condition

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? 
Does the information include staff's views? 
Types of health and care professionals engaged 
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? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
What type of impact was determined? 
Implied Impact

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.