In January 2015 Healthwatch Haringey produced a report on GP surgeries in Haringey which highlighted areas of strength and areas for improvement. This report follows on from the January report and provides quantitative and qualitative analysis of 47 GP surgeries in the borough in six key areas:
- Customer care: Ensuring patients have a comfortable experience in each surgery, from the first response to Healthwatch Haringey representatives to observations of staff interactions with practice patients.
- Feedback and complaints process: Ensuring patients have access to guidelines regarding feedback and complaints processes, and clear guidance on the NHS complaints advocacy, ‘VoiceAbility’.
- Website analysis: Analysing the information available on each GP surgeries’ independent website, specifically related to complaints procedures and booking of appointments.
- Patient Participation Groups (PPG’s): Noting whether Patient Participation Groups have been set up and how active these groups are.
- Translation services for non-English speakers: Checking that appropriate translation services are provided for non-English speakers.
- Support for people with deafness and hearing loss: Checking that appropriate support is in place to assist patients with hearing loss to engage fully in the consultation process.
To explore these areas, Healthwatch Haringey representatives visited each of the 47 GP surgeries in Haringey and recorded their experiences of each one based on a single visit. This report seeks to highlight areas for improvement and areas of strength in each of the six key areas using the data collected from the observations of the Healthwatch Haringey representatives. Some findings are compared with those from the previous report to identify any areas of service improvement, or deterioration, over the six month period.