January - June 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 41% positive, 56% negative and 3% neutral.

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 improved by 3%, comments suggest. Complaints are down by 3% on ability to book appointments, while up by 2% on waiting times. 

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 down by 19% on treatment and care, while up by 1% on staff attitude.

Grove House Practice (St Pauls) and Castlefields Health Centre receive a notable volume and ratio of positive comments.

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. Complaints are down by 30% on communication and by 2% on administration. 

Castlefields Health Centre receives a notable ratio of positive comments.