Investigating GP access
Over the last four months, we have received feedback from 459 people about their GP practice. Feedback has revealed key issues including:
- Accessing appointments
- The quality of care
- Issues with prescriptions
- Difficulties with online access.
In response to this influx of feedback, we have reviewed our escalation process. This process sets criteria for indicators of risk and poor service along with timeframes for services to act. As a result, we have made contact with a GP practice due to receiving over 10 negative comments about a single practice in the period of a month. We will continue to work closely with this service to monitor actions and progress towards improvement of the service.
As well as our escalation process, feedback received informs our GP Enter & View programme. Healthwatch has the powers to go into services to speak to patients, relatives and staff as well as carrying out observations of the environment.
Since 2022, we have made eight enter and view visits to GP practices, based off feedback from Lancashire residents.
In this period, service providers have actioned thirteen of our recommendations which have improved the experience for patients. The aim of Enter and View visits is to improve services based on feedback from patients, to champion their views and highlight to providers what is working well and what needs to be improved.
Enter and View visits can make a real impact. Below are two examples of how services have improved as a result of actioning our recommendations.
- Implemented and maintained a Patient Participation Group to involve the patient voice in the service
- Introduction of a self-check in system for patients to ease queues.
Read our Enter and View reports
Do you have feedback about your GP surgery? Use our independent Feedback Centre to leave your review. Alternatively, you can speak to a member of the team on 01524 239100.