October 2023 - September 2024, Experience of GP Services
How have things changed, since the previous quarter?
Top Themes: A broad majority of people receive good quality treatment and nursing care, with good levels of involvement and support. According to feedback, patients would like greater levels of service access. Overall sentiment is 76% positive, 23% negative and 1% neutral. According to feedback, overall satisfaction has improved by 8% this quarter.
Service Access: People continue to report difficulties with telephone access, associated problems with booking, and longer than expected waits for routine appointments. Satisfaction on service access has declined by 12% this quarter, comments suggest. Complaints are down by 26% on ability to book appointments, by 14% on waiting times and by 13% on telephone access.
Clinical Treatment and Staff Attitude: Experiences indicate a broad majority of people receive good quality treatment & nursing care, however user involvement is in cases lacking. On staff attitude, there is general praise for clinicians, while notable criticism of reception staff. This quarter, complaints are down by 19% on staff attitude and by 1% on treatment and care.
Administration and Communication: We receive complaints about general administration, and some patients would like greater levels of support from reception staff, and levels of communication service wide. Repeat prescriptions, test results and staff training are also cited as issues. Complaints are down by 8% on administration, while up by 6% on communication.
