Experience of my GP (2023-2024)

Brief description of the project

Ongoing collection of patient feedback is core to service development. We have a legal, and moral, duty to routinely collect feedback from people using services to make improvements and inform service development. Doing this regularly ensures we are listening, acting, and feeding back about people’s experiences.

To assist with this, the Involvement team at the Integrated Care Board (ICB) in Leeds have developed an ‘ongoing’ feedback survey that can be used by all practices in Leeds.  GPs are provided with materials for promotion of the survey and the link to share with their patients. The data is collected centrally by the ICB in Leeds and made available, anonymously, to practices on request for service development.

The ICB in Leeds will write an annual report of the results to provide a summary that will be used by primary care teams to develop services.

Who did we speak to?

We heard from 278 patients from 67 different GP practices in Leeds.

What and how did we ask?

The survey asked patients for feedback about the last appointment they had at their practice, with questions that look at:

• How they would rate their experience overall.
• Experience in booking an appointment.
• Interaction with staff.
• How well they understood what was being communicated to them in their appointment.
• Was the care person-centred.
• Feedback on the NHS app.

Feedback was collected using a survey that was available online and hard copy from practices. Alternative formats were available if requested.

What did people tell us?

• The majority of people who filled in the survey (69%) would rate the service they had from their GP as good or very good.
• There was a mix of experiences, both positive and negative in terms of making an appointment
• People spoke about how helpful, friendly, and thorough the staff were (including reception staff, GPs, nurses, physios etc.), and that people felt listened to
• Most people who responded are using the NHS app but with a wide variety of access to features and experience of use.
• Most people who responded were either satisfied or very satisfied with the different elements of booking an appointment.

You can read the full report using the buttons below:

Experience of my GP survey, 2023 – 2024 – feedback report (Word version)

What will we do?

This report is the first annual report that will be produced based on the feedback collected from the survey over the year it runs. This feedback will be used to help develop primary care services and will be added to the Primary Care insight review.

How can you help?

The survey is open for 2024 – 2025, if you have been to an appointment at your GP, we’d very much like to hear from you. Please follow this link to share your feedback: https://tinyurl.com/leedsGPexp/

You can bookmark the link and share your feedback every time you visit your GP, the more feedback we get, the better.

Get in touch

If you have any questions about the survey, you can email us at [email protected]