Week Spot?
We conducted a review into the new 7-day GP service using a 'mystery shopper' exercise. We found that the service is failing many local people, with only 40% of GP practices offering the service.
Recommendations:
- There is an important and urgent need to ensure all Manchester GP practices fulfil their requirement to offer patients access to the 7-day GP service.
- When new services such as this are introduced, timely and meaningful provision of support for GP practices is required in order for them to achieve their successful delivery.
- Information regarding the 7-day GP service should be clearly displayed in practices as a reminder, prompt and awareness raiser for staff and patients. This information should also be available on GP practice websites and their telephone answering service.
- Training for receptionists in telephone etiquette should be provided and regularly refreshed. All frontline staff should receive regular training, including updates on information provision. All staff should receive meaningful support and supervision in order to enable maintenance of service quality.
- Further investigation is required into the wider issues identified by this initial telephone survey. These include service quality issues around callers’ experiences of issues such as politeness, clarity and accuracy of information.
- Healthwatch Manchester, as the independent consumer champion for health and social care, needs to either lead or be involved in the above.
Downloads
To download the report click the link below.
If you require it in an alternative format then please contact us.
