January 2025 - March 2025, Experience of GP Services
How have things changed, since the previous quarter?
Top Themes: A majority of people receive good quality treatment and nursing care, on the whole. According to feedback, patients would like greater levels of service access, involvement, communication and support. Overall sentiment is 40% positive, 58% negative and 2% neutral.
Service Access: People continue to report difficulties with telephone access, associated problems with booking, and longer than expected waits for routine appointments. Complaints are up by 42% on communication and by 12% on administration.
Clinical Treatment and Staff Attitude: Experiences indicate patients would like greater levels of support, involvement and empathy. Choice (of in-person appointments or preferred clinician) is also an issue. This quarter, complaints are up by 11% on staff attitude, and by 9% on treatment and care.
Administration and Communication: Many people complain of general administration, and some 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.
