Outcomes from the Primary Care Listening Exercise

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This work has now been completed

A six week listening exercise was conducted from 1 September 2015 to 16 October 2015 to ensure patients and stakeholders were effectively engaged in reaching the right decision for the local population.

At least 12,943 people were contacted through postal/electronic mailings and discussions took place across 45 engagement events/meetings with approximately 1,540 attendees.

Overall, 264 surveys were completed in response to the listening exercise – 202 were received by post, whilst 62 were completed online. Further anecdotal feedback was captured during wider discussions at the various meetings attended.

When asking respondents how we could support them when they were feeling unwell:

  • 25% said advice and guidance e.g. online support, patient education, signposting to other services, access to patient education groups
  • 14% said appointments e.g. having available appointments that patients can make at a time convenient to them, such as early morning/late evening and weekend if you are working, priority based on need, such as emergency and/or if you have carer responsibilities
  • 11% said GP access e.g. having access to a GP, having access to a GP of your choice
  • 10% said communication e.g. listening to patients, having empathy for patients, not rushing appointments
  • 10% said self-help and medication e.g. using own remedies and looking after self, visiting the chemist

When asking respondents how they thought we could improve GP services:

  • 23% said appointments e.g. having available appointments, appointments that patients can make at a time convenient to them, such as early morning/late evening and weekend if you are working, priority based on need, such as emergency and/or if you have carer responsibilities
  • 9% said investment in primary care e.g. having more GPs, training for staff, better premises
  • 7% said access to advice and guidance e.g. to advice/guidance/promotion information, signposting services, awareness of what is available in the practice
  • 6% said GP access e.g. having access to a GP, having access to a GP of your choice
  • 5% said additional services e.g. having more services available in the surgery, such as blood tests and x-rays
  • 4% said access to surgery e.g. getting through on the telephone to make an appointment

When asking respondents if they agreed with our vision for GP services, the strongest themes were:

  • 33% said vision e.g. respondents were supportive of the vision but some wondered if it would be achievable
  • 10% said patient centred care e.g. ensuring patients are listened to and well-informed to make the right choices for them
  • 8% said service e.g. respondents did want to see a good, or improved, service
  • 6% said integration e.g. respondents welcomed integration/joined up care between health and social care

The results have been analysed and presented to the Primary Care Committee who have approved the final report – which can be found here.