Shakespeare Walk-in Centre Report
May 2015
Compiled by Amy Rebane, Leeds Involving People
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Contents
1. Introduction
2. Key messages
3. Methodology
4. Focus Group Findings
5. Focus Group Analysis
6. General Survey Findings
7. General Survey Analysis
8. Shakespeare Walk-In Survey Findings
9. Shakespeare Walk-In Survey Analysis
10. Student Survey Findings
11. Student Survey Analysis
12. Appendices
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1. Introduction
Leeds North Clinical commissioning group sought insight around two key areas:
• patient perceptions and behaviours towards the Shakespeare Walk-in Centre
• patient visions of an ideal GP practice
Concurrently, Leeds West Clinical Commissioning Group sought insight around students, their GP
registration and use of urgent care services
Leeds Involving People (LIP) is the recognised local lead in connecting patient perspectives with
system change processes. As such, the two CCGs commissioned a month-long study into those
overlapping areas in May 2015.
2. Key messages
Over 50% of people surveyed at the Shakespeare Walk-in Centre were of BME heritage and 23 had
come about their child. This suggests that BME mothers would have a major stake in any future
service change.
Patients told us that the ideal GP practice would deliver a wider range of interventions on site,
including x-rays, minor surgery, support groups, as an alternative to hospital admissions.
There was strong support for the idea of an urgent care triage line, provided it is staffed by nurse.
South Asian, Eastern European, and Deaf People feel disadvantaged by the shortage of interpreters.
Patients like the idea of a qualified health professionals to engage with people in community and
faith settings. LIP is aware, from other CCG commissioned work, that Eastern Europeans would like
accessible information around the structure of the NHS and its entry points.
Cleanliness, privacy and confidentiality were recurring themes. Patients want a clean, accessible
environment, without inappropriate receptionist questioning.
Students want alternatives to the current sit and wait appointment system. Action around the 22%
of students not registered is recommended.
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3. Methodology
LIP delivered a total of 234 questionnaire surveys across two separate studies: 172 patients were
interviewed at the Shakespeare Walk-in Centre itself, while 62 patients were interviewed in a range
of settings across the North Leeds CCG area, including supermarkets, street surveys, outside
pharmacies and through LIP’s network of community groups.
The two survey studies were complimented by eight focus group sessions, comprising the following:
• Mothers
• South Asian People
• Eastern European People
• Students
• Four general
Across the eight focus groups, patients from over 50% of the GP practices in North Leeds were
represented by 56 participants.
Finally, LIP interviewed 50 students outside the city’s universities, based on a third survey designed
to capture insight relating to GP registration and use of urgent care services.
Equality monitoring data is presented with the findings from each activity. The questionnaires
deployed are included as appendices.
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Focus Group Findings
LIP facilitated eight focus groups, each discussing the following topics:
• What would your ideal GP practice look like?
• What do you need from the Healthcare Services?
• Community needs from Healthcare Services
It was noted that 74% of participants were women.
What would your ideal GP practice look like?
Above all, focus group participants talked of the ideal practice having caring staff and GPs with
positive attitudes and more flexibility around appointments, as well as having more services at their
GP practice. Specifically, group discussions gravitated around the following key themes, which this
section will explore:
services on site
buildings
triage
parking
staffing levels
privacy
cultural barriers
reception
accessible information
appointments
pharmacy
waiting
opening hours
Services on offer
Groups tended to favour more services in the GP practice site, particularly facilities and provision
that would reduce the need for hospital admissions. This was a common message across all focus
groups with the exception of the student group.
Specific suggestions included the following:
• Minor surgery and minor injury, by
appointment or walk-in
• Physiotherapy
• X-rays
• “Different services under one roof, so you
know where to go and referrals can be
made quicker. Podiatry, for example. I
worked with a man whose toe nails had got
really long, I had to complain in order for
him to get an appointment quicker.”
Focus group participants felt the ideal GP practice would offer a full medical check-up once a year,
including blood pressure, chest, heart, diabetes, dementia etc. The idea practice would also host
local groups focusing on support.
The Eastern European group and the South Asian group spoke of the need for multi-language
translation information. This is discussed further under Cultural Barriers.
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Triage
Five of the eight groups mentioned they would like to see some sort of triage system.
• “I really like triage at my GP practice. It means that if you are urgent you can be seen.”
• “I would like triage at my practice.”
Groups supported the idea of a triage nurse available between 8.00 – 8.30 for emergency
appointments via an alternative telephone line. It was felt that this line must be staffed by a
qualified nurse rather than clerical staff; reported experiences of receptionists are inconsistent.
More staff, more doctors
All eight focus groups cited a need for more doctors and other staff.
When discussing GPs, several participants valued having a named GP. It was felt that an ideal
practice would save time with named GPs, rather than “being given different treatments by different
doctors”.
Culture barriers and other training needs
• “Sometimes doctors need training about the clientele they are dealing with. This is a multifaith, multi-cultural society. Should appreciate wonderful qualities of this. Some doctors or
nurses look at you like another problem, oh my god. As soon as out of university, they need
to know about the people and cultures around them.” (South Asian group)
The South Asian group spoke of the need for more thorough GP training around diversity and
cultural awareness/competence. There was a specific discussion around older Asian people who may
have migrated to the UK 50 years ago and do not speak fluent English. They may require somebody
to speak to them slowly and in plain English, to understand and to help them understand.
• “Know people that have very serious problem communicating and sometimes they take
their children with them to help. They have stopped that now. Even in the hospital, they get
an external translator. I don’t understand why a relation can’t be an interpreter, its wrong.
Because the husband and the daughter will explain much better than a stranger.”
• “I am a retired university lecturer who has taught white people but when I am talking to the
receptionist on the phone that person gives me the impression that I have just come from
Pakistan. ‘What?! What?!’ they say they can’t understand me. I treat everyone who works at
the practice as human beings and doing a wonderful service. There are some people who
work there would are happy and make you feel good. Others look at you badly and make
you feel more ill rather than being happy. This is the most important thing.”
One patients felt that few doctors know how to physically handle blind or partially sighted people,
for example when it comes to guiding them into the room and sitting them down. However, after
appointments they will usually guide you back to the reception. Blind awareness training would help
alleviate this. The other patients with visual impairments said that their doctors are very good at
guiding them in and out of appointments, but that this could be because they know them or see
their white stick.
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Accessible information
Participants felt that information leaflets and repeat prescriptions should have bigger writing.
Information contained within tablet boxes and other prescription medication needs to be in much
bigger writing.
It was suggested that an ideal practice would offer more information about prescription medication,
beyond simple dosage instructions. Participants want to know, for example “what are the tablets,
why are we taking them, what are the side effects? More explanation please.”
Pharmacy attached to practice
Patients whose practice had a pharmacy attached felt it was helpful. Those that did not thought it
would be a good idea.
Weekend opening
All eight focus groups were in favour of GPs opening at weekends, especially on Saturdays in the
morning. Participants would prefer a walk-in service on weekends, rather than appointments and
would be prepared to wait at the practice, rather than at A&E.
One group talked about wanting blood pressure checks to be available at weekends; this could be
offered at the pharmacy.
Buildings
The mothers group described the perfect GP practice building as “Big, large, spacious, it would have
various clinics in it. TV, Clean toilets (unclean toilets were mentioned during four of the focus
groups) on the ground floor, welcoming staff, friendly, they would wear a uniform be easy to identify
from members of the public.”
Other groups talked about the layout of the waiting room. The ideal GP practice would offer a
mixture of chairs with and without arms, not too low and with space for wheelchair users. The
accessible waiting room would be well-lit, and with a good colour contrast with regards to the floor,
walls and chairs. An ideal waiting room would play nice, soothing music or be silent. One patient
described a GP practice waiting room that plays a tape on repeat about health concerns; this is
frustrating as it is on a constant loop.
Four of the focus groups mentioned that a drinks machine would be helpful, as people are often
waiting a long time.
One group talked about the need for more magazines, debating the hygiene issues of sharing
magazines between infectious people.
Another group discussed the need for a public telephone so that people without a mobile, can ring a
taxi, or friends/family for example.
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Further key quotes included the following:
• “Clean and tidy, friendly staff, a sign to keep distance at the reception desk.”
• “Needs good access to the main desk, needs to be approachable”
• “Modern, friendly staff comfortable”
• “Need to feel homely, especially when you feel unwell”
Parking
Parking is a common concern, including the availability of disabled people’s parking spaces.
• “Free parking. It’s a big problem. With a long waiting time you worry about a fine. You don’t
explain yourself properly or miss your appointment putting money in the meter.”
• “Parking, there is no parking at my GP.”
Privacy
Privacy and dignity were again common concerns:
• “More privacy at reception, you just walk into a room and everyone can hear what you’re
saying. The GP rooms are just around the waiting room, and you can hear conversations.”
• “I would want somewhere welcoming and private. I hate the worry of people being able to
hear me.”
• “The toilets would be nice as well. They’re disgusting in my GP practice.”
The students in particular did not like having to tell the receptionist what was wrong with them
every time they tried to book an appointment. It was felt that it was not private or confidential. Even
when they arrived at the surgery they were asked what was wrong with them and were given a list
and asked to tick what they thought the illness was. Although a private room is offered to tell the
receptionist, participants felt that it made it too obvious to other students in the waiting area that
there was a sensitive issue.
Receptionists
This theme was common throughout every focus group, both in terms of receptionists asking for
specific medical details and of receptionists’ attitudes.
• “I saw on the news that they are going to give receptionists more training – I think this is a
very good idea.”
• “The receptionists they do need proper training and also they should be sensitive that they
are dealing with human being, and people with physical problems.”
• “Receptionists are not medical people, you have to tell them what you want and they can
put you through, they don’t know if it is urgent or not.”
• “Receptionists should have very pleasant personalities. Some people when you come in,
they make you feel more ill. This business of colour and political fighting, I have accepted
that I should be prepared for that.”
Appointments
As mentioned under Triage, some participants suggested that the ideal GP practice might have a
different phone number for different needs, for example an emergency number for urgent calls and
one for regular appointments.
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“The telephone system - I object to visiting my surgery when I’m very poorly, I would prefer
a special number for emergencies.”
• “If you want to see a certain doctor they will say 2 – 6 days. If you have an emergency you
have to have it with the doctor that is available. And that’s ok with me. Been there for 10 –
15 years, we are happy with the practice.”
There was support for telephone lines, even if this included an automated system.
•
Waiting time in the surgery with other ill people
For many participants, an ideal surgery would cut waiting times. Some of the focus groups reflected
on recent experiences:
• “Don’t want to wait for a long time in the waiting area with other ill people. You are already
ill and people coming in with illness and germs.”
Students felt that the system at the Leeds Student Medical centre where you just arrive at 8.30 and
wait until you are seen is not necessarily good:
• “Really inconvenient having to go to the doctors when you feel ill and sit until you are seen.”
What do you need from the Healthcare Services?
Above all, people told us that they want a safe efficient service, which is
flexible to their needs. The focus groups explored this subject through the
following themes:
Allocated doctor
Services
Good
communication
Skype, Facetime or emailing
photographs
A Healthcare professional in the
community
Referral times
The following quotes, taken from the eight focus groups facilitated by Leeds Involving People, are
organised by theme and are in many cases an extension of the first discussion.
Allocated doctor
• “An allocated doctor, so they could get to know me and I could get to know them.”
• “Need the services to meet my needs at the time and these change from week to week.”
Services
• “Medication, regular check ups with GP, prevention check ups”
• “Should be able to have a full medical check - up once a year.”
• “Different services under one roof, so you know where to go and referrals can be made
quicker.”
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Good Communication
• “Good communication about what is being prescribed, how it will help and what side effects
there could be. Doctor speaking to you, rather than looking at their screen all the time. It
would be good if the healthcare professionals working with us knew that we were registered
blind, not sensory impaired, as that could mean being Deaf.”
• “It’s useful to have notes written down about what you’re seeing your doctor for.”
• “Younger people tend to Google their symptoms, but older people don’t, we go and ask the
doctor straightaway, as at our age doctor is God to us.”
• “Need to be listened to, and need professional to communicate between themselves to
serve us better.”
• “Again interpreters from Eastern European & South Asian groups.”
The groups were invited to comment on different ways of accessing a healthcare professional
Telephone Consultation with doctor:
• “Prearranged phone calls, text service for somethings would be ok”
• “No, I don’t attend the doctors regularly. I’ll only go if it is for something I can’t do myself. I
would want to be seen and have their professional opinion.”
One group said that this would be okay for them. One of the patients said that they do this at the
moment, and it works well for them. Another of the patients said that she would prefer a home visit.
There was a discussion about generational differences, where it was agreed that the older
generation would prefer a house visit while the younger generation probably would not mind a
phone call.
Five Eastern European participants said no to telephone consultations due to language issues.
Another group said that they would do this if it makes it quicker for them to be diagnosed or given a
prescription. Two of the patients at Oakwood Lane Medical Centre said that they speak to someone
before they attend their GP practice, and they either help them over the phone or tell them to come
in.
Photographing an area and emailing it? Skype or Facetime?
• “It could work for me, as I need extra support when my knee swells up with my arthritis.”
• “I would, but it would depend on the circumstances. It would work for flu or something
familiar, but in other situations I would want to speak to someone face-to-face.”
Students thought it “Can dispel fears that may not warrant an appointment and sometimes it could
be a change of medication that could be done in an alternative way.”
None of the South Asian group said they would use email or skype; they did not use email or have a
smart phone.
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Healthcare Professional in the community
A participant in the Eastern European group said, “Yes, if there was people that spoke our language”.
Three other Eastern European participants said they would prefer it in the community at a venue
they were familiar with.
All six participants in the mothers group said that yes, they would like services in the community:
• “Yes, that would work for something minor. I would not want to do it for something
serious.”
• “Yes, it would save me going all the way to the GP practice. It is handy for general
symptoms.”
The South Asian Group discussed the option of having a healthcare professional based at a
community or faith centre once a month:
• “Why not? Once a month would be good.”
• “It’s making people aware of what’s available and where to go. Good for information.”
• “It will help them to understand the people they see everyday.”
• “Doctors have privilege and they don’t know what it’s like to live in Chapeltown. Makes it
difficult to tackle health issues that may come from a different community.”
• “Religious institutions need to take responsibility to invite GPs, they won’t come on their
own. And GPs need to take responsibility to know the communities they work in.”
Referral times
• “Referral times [need] to be quicker”
• “Improved waiting times to get referred to hospital, better communication between
professional improved efficiency.”
• “Quicker referral times to hospital”
• “Someone to listen”
• “Someone to talk to”
Community needs from healthcare services
The third and final topic for each of the
eight focus group explored the
healthcare needs of specific
communities. Below are some quotes
illustrating some of the key general
themes, as well as those which fall into
distinct categories:
Services for the elderly
Services for the Community
Understand cultural needs
Dentists
Communication skills
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General community needs
• “Needs to know what services are available and when-information is needed for all the
community to know about.”
• “Lots of stress in the community, GPs only give tablets and injections, do they actually look
at mental health? Lots of young people have mental health problems.”
• “Sometimes you need an extra five minutes to have a bit of a conversation about how you’re
feeling, and to ask if how you’re feeling is okay and just part of being stressed. You feel
rushed when you only have ten minutes.” (Mothers Group)
• “GPs that listen and back up their comments”
• “Years ago, we knew nothing about dementia or Alzheimer’s. People are being diagnosed
earlier in life, so more information is needed on this. More alternative therapies, to the
tablets. Areas need to have meetings, in various venues. GP’s need to speak out into the
communities. Used to happen, but now the council say they don’t have the money. Feel
Good Factor was good, but not long enough session, only 2 hrs.”
Services for the elderly readily available
• “Community healthcare, people visiting the elderly in the community would reduce the
number of times they go to the GP”
• “Services for the elderly readily available”
• “Staff to visit people who are lonely”
Services for the Community
• “Nest of GPs collaborative group for minor operations. E.g. one doctor might be a specialist
to cover minor operations for skin cancer, so all the people in the 5 practices in the nest
might go to that doctor for that procedure.”
• “Groups to support people who get lonely.”
Healthcare staff need to understand cultural needs
• Both the South Asian & Eastern European groups stated that interpreters were important to
them in being able to access healthcare. Participants said that they would speak to a
healthcare professional in the community “if there was people that spoke our language”
(Slovakian)
•
•
•
“An understanding of the culture. I had an African Caribbean doctor, and she
understood what was happening in my household and what the children were eating. She
also prescribed culturally appropriate prescriptions for me. With the elderly people that I
work with, they are constantly being told that they need to cut down on the amount of
starch that they’re eating. However, these foods are staple in our diet.”
“Dieticians to provide advice on healthy food especially for Afro/ Caribbean & South Asian
communities.”
“One of our doctors GPs to visit our religious places at the weekend for a social function. To
taste the food (they would never come back it is so unhealthy!) If they come and see they
could speak to the management. doctors are trying to make us healthy and food is
completely contradictory.”
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•
•
“Group came to temple with tips of how to cook with less oil, sugar or salt but did not
change.” (South Asian Group)
“Working with dietitians to prepare healthy foods.” (South Asian Group)
Dentists
Two groups commented that access to dentists was a high priority need.
The South Asian Group stated in particular that the community wanted “The same as everyone else,
the best service, Equal service, Caring services”
Communication skills
Again, the groups discussed the idea of different phone numbers for different needs at a GP
practice: an emergency number for urgent calls and one for regular appointments.
•
“Speaking in plain English, rather than using lots of medical terms. By the time I got
home on one occasion, I had forgot what the doctor had said because it was so complicated.
It can be hard for people with disabilities to use the touch screens to check in for their
appointments, there needs to be the option to check-in verbally with the receptionist.”
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Focus groups analysis
Ideal GP practice
The focus groups predominately found that patients would like more services available at their GP
practice. Particularly in relation to those that are traditionally provided in the hospital, for example;
x-ray machines and minor operations/treatments. There was talk of community-based services being
provided in the GP practice as well, for example; physiotherapy and podiatry. Patients responding to
the survey said this as well, with suggestions of their being x-ray machines and testing facilities
available. The focus group participants said that they would like to see a pharmacy attached to their
ideal GP practice. They said that this was so they can easily pick up their prescriptions. The
Shakespeare Walk-in Centre survey respondents did not say that this was something that they would
like to see at their ideal GP practice, but they did talk about accessing a Pharmacy for advice if they
had an urgent healthcare need and the walk-in centre wasn’t available. The older patients in the
focus groups said that they would like yearly health checks, several patients in both surveys said that
more attention should be paid to older people, especially in terms of isolation and loneliness.
Five out of the eight focus groups emphasised the importance of triage, with all those mentioning it
as something that is available to them, speaking about it in a positive manner. Those that said that it
wasn’t available to them said that it is desirable. Although the survey respondents did not directly
talk about triage, they did reference the importance of having a same-day service offering them
immediate treatment/advice. They also spoke about accessing the Shakespeare walk-in Centre
because they were not able to get through to their GP practice first thing in the morning to book an
appointment, or speak to a healthcare professional on that day. This relates back to the focus
groups’ suggestion of having a nurse offering triage advice first thing in the morning.
To the patients who identified themselves as having cultural needs, healthcare professionals with
cultural awareness was very important to them. Those that felt their cultural needs were met, said
that this was because the healthcare professionals in their GP practice understood them.
Interpreters also came up in relation to cultural needs. There were mixed responses in terms of
whether GP practices provided them or not, but for some of the patients engaged with they were
essential for their access into healthcare services. Several patients spoke about their
children/partners interpreting for them, and how this helps their access, despite being something
that is usually not allowed due to their lack of healthcare knowledge. However, with interpreters not
being easily available, it was the only option for patients.
Accessibility for patients with disabilities also came up in relation to cultural and community needs.
As with those with cultural needs, the patients living with visual disabilities spoke about the need to
raise the awareness of healthcare professionals. One Deaf patient said that there needs to be BSL
Interpretation provided.
The value of weekend openings was stressed in the focus groups, and both surveys. In the focus
groups, there were mixed responses about accessing a GP practice on a Sunday. In the survey, only
six people said that they would not access a GP practice on the weekend, with one saying they
certainly would not access on a Sunday. In the surveys, morning times were the preferable time to
access a GP practice on the weekend, as it meant that patients could get on with their day. Longer
opening hours were also highlighted as a need, particularly for those who work (both morning and
evening) and have children at school (mainly morning).
Cleanliness and friendly staff was stressed as very important for both sets of the survey respondents,
and the focus group participants. For those with children, space for pushchairs and activities for
children was also very important. This came across in the focus groups, and both the surveys. Access
to the main desk was important to the focus group participants, as was privacy when discussing your
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health need to the receptionist, which many patients resented doing, as receptionists are not
healthcare professionals.
Parking, and accessible parking came out as important in the focus groups. Several patients in the
surveys also mentioned this.
In the focus groups, patients shared their concerns about ‘sit and wait’ services. Patients did not like
the idea of having to wait for often lengthy periods of time for appointments with other ill people
around them. This did not really come out of the surveys, but given that the majority of the surveys
were obtained at a ‘sit and wait’ service which people were accessing because they could not access
their own GP practice, this is not surprising. The same can be said for the survey patients who said
that they would prefer it if their own GP practice provided a ‘sit and wait’ service.
What do you need from healthcare services?
The focus group patients spoke a lot about having their own doctor who had an awareness of their
health needs. This came out of the surveys as well, with patients saying that personalised care was
one of the most important factors to them. Particularly those who had cultural/community needs.
When asked about trust in the surveys, the majority of patients said that they did trust the
healthcare professionals in their GP practice. The main reason given for this was because the
patients felt no need not to trust them, but some patients did highlight that they knew the
healthcare professionals and felt that they understood their needs. In relation to not trusting
healthcare professionals, patients often said that this was because they can be dismissive and don’t
listen to them properly at times.
As well as personalised care being of the utmost importance to the survey patients, general health
information and advice was also very important. This was reflected in the focus groups with patients
saying that regular and thorough check-ups were of importance to them.
Quick referral times were highlighted in the focus groups, with patients wanting to be referred onto
specialist services or further treatment quicker. In the surveys, the patients accessing the
Shakespeare Walk-in Centre stated that a quick and efficient service was the most important factor
to them. The patients completing the general survey also highlighted this as an important factor.
Good communication is very important when it comes to what patients want from healthcare
services. Good communication takes different forms for different patients. In the focus groups,
patients spoke about wanting to know more about what is being prescribed to them and any side
effects. This did not really come out of the surveys. The patients who had visual disabilities, or were
Deaf said that they would like it noting on their records that they have a disability, and the specific
type, as sensory covers both disabilities yet their access needs differ greatly. The older patients in
the focus groups said that they like to have information noted down about their appointment, one
patient in the survey said that this would help them as well as they struggle with memory loss.
In the focus groups, patients spoke about a tendency for younger people to Google their symptoms
to find out what is wrong with them. Both surveys had a large amount of younger patients, and the
only reference made to Google was in relation to using it to find out where to go for an urgent
healthcare need. However, the patients in the Shakespeare survey were much for responsive to
suggested communication methods involving technology. There was a positive correlation in terms
of patient age and their response to technology. Whilst looking at technology, patients shared
concerns about the confidentiality of using online methods, particularly in relation to their children.
Patients in both surveys were also asked about other communication methods. The majority of them
were receptive to the idea of being able to have a phone call with a healthcare professional, as this
would save time for them, however some said that they would not want to do this for a new health
concern. Despite patients leaving additional comments about the value of face to face
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appointments, only a small amount of these patients said that they would be willing to talk to a
healthcare professional in the community. Again, the topic of interpreters came up in relation to
good communication.
What does your community need from healthcare services?
The biggest community needs that came from the BME community was in relation to interpreters
and having healthcare professionals who have an understanding of different communities. Patients
even suggested that healthcare professionals belonging to different communities should be
employed, so they are accessible to those who have different cultural needs. In the focus groups,
patients with cultural needs spoke about the importance of healthcare advice being tailored to those
needs, particularly in relation to dietary changes. Interpreters came across as very important as
well, with patients talking about having to rely on their children to provide interpretation for them.
This is not always regarded as best practice as it is unlikely that their child has the same healthcare
knowledge as a specialist interpreter.
The focus group that was conducted highlighted a need for an extra five minutes with the doctor to
talk about how you’re doing and perhaps to be signposted along to any other organisations. In the
Shakespeare Centre survey, there was a very high prevalence of patients from BME communities
who identified themselves as lonely.
Patients living with mental health conditions spoke about stress in the community and the need to
talk about these stressful matters with someone. There was a mixture of responses about how
doctors deal with mental health matters with patients in the survey saying that their doctor had
made the correct referral for them and they now know to access the Crisis Team if they have an
urgent care need relating to their mental health.
From the focus groups it was highlighted that elderly people may need more support from the
healthcare professionals in their GP practice. There were suggestions about healthcare professionals
going out to see them in their own homes to check in on them as well as to address any health
concerns. This was backed up by older patients saying that they would prefer a home visit to a
phone call when asked about communication methods.
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General Survey Findings
In total 62 patients completed the General Survey. They were registered at the following GP
practices:
GP practice
Number of Patients Registered
Westfield Surgery
11
Meanwood Group practice
6
Rutland Lodge Medical practice
6
Allerton Medical Centre
4
Moorcroft Surgery
4
Nursery Lane
4
Street Lane practice
4
Chapeltown Family Surgery
3
North Leeds
3
St Martin’s practice
3
Woodhouse
3
The Light
2
Hilton Road Surgery
1
Oakwood Lane
1
Shadwell Lane Medical Centre
1
The Avenue Surgery
1
Not stated
1
Thinking about the last time that you visited your GP practice what was it for?
73% (45) of the 62 patients said that their last GP practice visit was for themselves. 18% (11) said
that their last visit was for a child. 8% (5) said it was for a family member. None of the patients said
that their last visit was for a friend or neighbour, 1% (2) did not answer the question.
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What motivated your last visit?
87% (54) of the 63 patients said that their last visit to their GP practice was for a physical need. 6%
(3) said that their last visit was for alleviation of worry. 6% (3) said reassurance and comfort. 1% (2)
did not answer the question.
Two of the patients who said that their appointment was for reassurance and comfort said that their
appointment was for a child, one said that it was for themselves.
Two of the patients who said that their appointment was for alleviation of worry said that their
appointment was for a child, one said that it was for a family member.
Do you identify yourself as having cultural needs?
Six patients identified themselves as having cultural needs.
Three of the patients felt that their GP practice meets their cultural needs. Two of these patients felt
that their GP practice had a good knowledge of the black community, one said that their GP practice
has staff who speak other languages.
Three patients felt that their GP practice did not meet their cultural needs. One said that there is no
British Sign Language (BSL) provided, so they find it hard to make appointments. Another said that
their GP practice has a limited knowledge of the black community. Unfortunately, the other patient
did not go into detail about why they feel that their cultural needs aren’t met.
18
Do you consider yourself to be isolated?
68% (42) of patients said that they did not consider themselves to be isolated. 15% (9) of patients
said that they consider themselves to be isolated at times. 8% (5) of patients said that they consider
themselves isolated. 9% (6) did not answer the question.
Out of the 14 patients who said that they consider themselves to be isolated, or isolated at times,
nine left further comments. Four said that they did not think that this impacted on the way that they
accessed healthcare services at all. Two of the patients said that they were isolated because they
had been recently widowed, one said because of mental health problems. One of the patients said
that they found an overnight hospital stay difficult, as they did not have anyone to be with them.
One of the patients said that it did impact on the way that they access healthcare services, but did
not state why.
In the sample surveyed, there was no evident correlation between self-reported isolation and any
specific equality characteristic.
Do you consider yourself to be lonely?
66% (41) of patients said that they did not consider themselves to be lonely. 16% (10) of patients
said that they consider themselves to be lonely at times. 8% (5) of patients said that they consider
themselves lonely. 9% (6) did not answer the question.
19
All but one of the patients who considered themselves to be lonely, considered themselves to be
isolated as well. One additional patient who did not consider themselves to be isolated said that
they considered themselves to be lonely at times. They said that it did not make any difference to
the way that they access healthcare services. The remaining patients answered in the same way that
they did to the question about isolation in terms of why they considered themselves to be lonely.
As with the isolation question, there was no evident correlation between self-reported loneliness
and any specific equality characteristic in the sample surveyed.
Do you trust the healthcare professionals in your GP practice?
61% (38) of patients said that they trust the healthcare professionals in their GP practice. 21% (13)
said that they do at times. 11% (7) said that they did not trust the healthcare professionals in their
GP practice. 7% (4) did not answer the question.
20 of the patients who said that they trust the healthcare professionals stated reasons. Reasons
included, “they understand me”, “been here since I was born” and “they keep things confidential”.
Two patients said that they trust the healthcare staff, but they don’t trust the receptionists.
18 of the 20 patients who said that they did not trust the healthcare professionals in their GP
practice, or only trust them at times stated reasons. 12 of the reasons related to be patients feeling
like they are rushed in and out of appointments and not properly listened to, “a bit dismissive, in and
out, not much info given”. Four patients gave reasons relating to not seeing the same doctor, “… I
trust the GPs that I have known for 20 years, I don’t know any of the new ones”. Two patients said
that they felt that receptionists can ‘gate keep’, and they don’t feel comfortable talking to them
about their healthcare needs, “When I need an urgent appointment, I have to tell the receptionist
what is wrong and I feel this is not private. Then maybe a Dr will call back”.
20
If you need to see a doctor at your GP practice urgently, how easy is this?
46% (29) of patients said that it was either very easy or easy to get an urgent appointment at their
GP practice. 15% (9) said it was okay. 32% (20) of patients said that it was either difficult or very
difficult. 7% (4) did not answer the question.
Of the 29 patients who said that getting an urgent appointment was easy or very easy, 20 left
further comments. Seven said that they could get an appointment if they contacted their GP practice
early in the morning, “as long as I phone up at 8am”. Five said that they can always get one but did
not specify when. Five said that they can always get one on the same day. Three said that their GP
practice has a ‘sit and wait’ system.
Of the 20 patients who said that getting an urgent appointment was difficult or very difficult, 16 left
further comments. Seven said that they have to book appointments in advance, “you have to be on
point and book an appointment two weeks in advance”. Six said that they find it very hard to just get
through to their GP practice, as no one answers the phone, “… have had to walk to the surgery to get
an appointment as I can’t get through on the phone”. Two patients said that they are referred to
hospital if they have an urgent healthcare need. One patient left the following comment, “It’s a
nightmare! You have to phone on the day explain to a receptionist what wrong who will decide if
you need to speak to a GP. Then maybe a GP may phone you and decide to either prescribe over the
phone or make an app that day. Or you have to wait two weeks to see any Dr, but you have to wait 4
weeks if you need to see your own Dr who knows your history. It’s a joke.”
Is there anything that could be done to make it easier for you to book appointments at your GP
practice?
15 patients said that having more staff would make it easier for them to book appointments. Either
more doctors to treat people, or reception staff to be able to answer the phone. Seven patients said
that they would find an online booking system useful for them to be able to make appointments.
Three patients said that they would like more ‘sit and wait’ appointments available. Two patients
said that they would find longer opening hours useful, “more doctors, and longer opening hours”.
Two patients said that they find it hard when reception staff ask them questions about what they
would like an appointment for, especially if this happens in the actual GP practice. One patient said
that they would find community visits helpful. One patient said that they would find a system where
doctors ring them back useful.
21
How long are you willing to wait for an appointment about an urgent healthcare need at your GP
practice?
68% (42) of patients said that they would want an appointment about an urgent healthcare need the
same day. 21% (13) said that they would be willing to wait for one day. 5% (3) said that they would
be willing to wait for two days. None of the patients said that they would be willing to wait for three
days or more. 6% (4) did not answer the question.
On a weekday, what is the best time for you to attend a doctor’s appointment?
Patients were asked to select only two times in response to this question. 95 answers were given to
this question in total.
The most popular time for patients to want a doctor’s appointment is 10-11am, as 23% (22) patients
said that they preferred this time. The second most popular time was 9-10am, with 14% (13) saying
that they would prefer this appointment time.
11 patients said that they selected the times that they did because it fits around their working day.
These appointment times were either before 10am, or after 5pm. Eight patients said that they
selected the times that they did because they fit around when they have to do the school run. The
earliest time given was 9-10am, and the latest time given was 8-9pm. Although more patients gave
earlier times during the day than later times in the evening. In relation to this two patients said that
22
their times were given because someone else was able to look after their children. Six patients said
that they want their appointments straight away, so that they can get on with their day. On the
other side of this, three patients gave appointment times later on in the day, so that they had
chance to properly wake up. Two patients said that they were carers, and they both gave the
preferred time of 2-3pm.
On a weekend, what is the best time for you to attend a doctor’s appointment?
Each patient was asked to select one time.
The most popular time for patients to want to doctor’s appointments is in the morning, 8am-12pm
with 42% (26) of patients stating this time. However, only six fewer patients said that they would
prefer a doctor’s appointment in the afternoon, with 32% (20) patients stating this time. Only 3% (2)
of patients said that they would prefer an appointment in the evening.
Eleven patients said that they would attend an appointment anytime if they had at the weekend.
Four patients said that they chose morning appointments because they wanted to get their
appointment out of the way and have their weekend free. Two patients said that they chose
afternoon appointments because they have to get their children up. One patient said that they
chose an afternoon appointment because they take medication, and this impacts on them getting up
in the morning. None of the patients said that they would not attend a weekend appointment.
Have you used an urgent healthcare service in the past twelve months?
26 patients said that they had used an urgent healthcare service in the past twelve months.
Ten patients said that they went to A&E for their urgent healthcare need. Three of these patients
went about a tendon or joint. Three patients went with their children. Two patients went with chest
pains. The remaining two patients did not say what they went in for.
Six patients accessed a walk-in service. Only two patients gave reasons, one went with their child,
the other went with an inflammation of their finger.
Five patients contacted 111. Two for a problem with their child, one for a pregnancy problem and
one said that they were referred to A&E. The remaining two patients did not go into detail about
their healthcare need.
Three patients accessed the out of hours GP service. One for a burst cyst, one for her husband and
one to access the Crisis Team.
23
One patient said that they waiting until their doctor could see them.
One patient called 999 for a bowel blockage.
What could your GP practice have done differently for you to be treated by them?
13 patients said that their GP practice could not have done anything differently.
Nine patients said that their GP practice could have a better urgent appointment system and longer
opening hours.
Three of the patients who went to A&E said that the staff could have done something differently in
their GP practice. Two patients who went with their children said that their GP practice could offer
emergency appointments, one for a child with asthma and one for a child with suspected
pneumonia. The third patient suggested offering x-rays.
One patient said that they would have liked a home visit.
Thinking about other ways you could speak to a qualified healthcare professional, would you be
happy to:
In total 113 responses were given from the 62 patients.
The most popular alternative way given by patients was over the phone, with 40% (45 patients, over
half of the sample) giving this response. The second most popular way was speaking to healthcare
professionals in the community, with 30% (34 patients, over half of the sample) giving this reponse.
18% (20) of patients said that they would speak to them using an online communication method.
12% (14) said that they would send them pictures and descriptions via email.
18 patients said that they prefer the idea of going to see a healthcare professional face-to-face. 11 of
these patients said that they would be happy to do this elsewhere in the community. In the sample
surveyed, there were no strong correlations between specific answers and any specific equality
characteristics.
Of the patients who said that they would be happy to email or use an online communication
method, there was again no strong correlation with any specific equality characteristics. If patients
24
did select these methods, most of them selected both. Those that did not said that they did not have
access to the internet. Two patients added that they had concerns about the security of sending
personal health information via email.
The patients who gave reasons about why they chose phone calls said that they did so because this
would save time for them.
What would your ideal GP practice look like?
15 patients said that they are happy with their GP practice the way that it is now.
15 patients said that their ideal GP practice would be clean.
10 patients said that their ideal GP practice would have many different services under one roof. For
example, x-ray facilities, dental services and minor injuries.
Six patients said that they would like a larger waiting rrom.
Six patients said that they would like it to be welcoming.
Six patients said that they would want a private reception area, so other patients can’t hear them
talking to the receptionist.
Six patients said that they would like it to be modern.
Four patients made reference to providing space for children to play in. One added that plug sockets
need to have protectors in them.
Three patients said that they would like it to be comfortable.
Two patients said that access is important to them, one in terms of physical diability and the other in
terms of providing BSL support for Deaf patients.
What do you need from the healthcare service?
18 patients said that they needed personalised care. “Meet individual healthcare and cultural needs,
an understanding of wider diseases”, “care friendly at GP, put you at ease”.
14 patients said that they need health information and advice.
12 patients said that they need a quick, responsive service.
10 patients said that they are happy with the healthcare service as it is.
Eight patients said that they need a good relationship with their doctor. “A GP that I can build a
relationship with and that understands me”, “for them not to make me feel like a waste of time, and
pass me around”.
Six patients said that they need reassurance and answers.
Three patients said that they need signposting to other services.
What does your community need from the healthcare service?
The patients with cultural needs who answered this question described how they felt there should
be more cultural awareness, and an understanding of their different health needs.
“GP with cultural awareness, staff that recogise English is not everyone’s first language. GP to be
aware of it’s community, to be able to build a relationship with them”.
“Understanding diversity”.
“Commitment to meeting BME needs (diabetes, access to counselling, cancer after care & sickle
cell)”.
“More interaction and understanding, better communication with BME groups. Greater expansion of
BME community link with voluntary sector”.
An older patient suggested that there should be, “more help with lonlieness for older people”, and
another patient said that older and disabled patients should be checked up on more frequently.
25
Do you have any further comments about the healthcare service?
Two patients commented on how rude reception staff can be, and how this is off putting. A further
three patients said that it is important for doctors to treat patients with compassion, so they are not
made to feel like they are wasting their time.
Two patients said that there should be more investement in mental health services, with easier
referrals into counselling.
One patient said that she has to see two nurses for her COPD, she does not think that this is an
efficient use of time.
One patient commented that they find prescriptions to be too expensive for them.
26
Equality Monitoring
Gender
Female
Male
Prefer not to say
Not answered
TOTAL
Age
Under 16
16 - 25
26 - 35
36 - 45
46 – 55
56 - 65
66 – 75
76 - 85
86 - 95
Over 95
Prefer not to say
Not answered
TOTAL
Postcode
LS17
LS7
LS8
LS6
LS9
LS10
LS14
Prefer not to say
Not answered
TOTAL
42
14
1
1
62
0
5
8
12
4
12
12
7
1
0
0
1
62
16
17
8
6
3
1
1
7
3
62
Ethnic Background
White: British
Black, or Black British: Caribbean
Asian, or Asian British: Indian
Black, or Black British: African
Mixed/Multiple Ethnic Groups: Asian and White
Asian, or Asian British: Pakistani
Mixed/Multiple Ethnic Groups: Black African and White
Mixed/Multiple Ethnic Groups: Black Caribbean and
White
White: Irish
Bangladeshi
Not answered
TOTAL
Sexuality
Heterosexual/straight (opposite sex)
Bisexual (both sexes)
Gay man (same sex)
Lesbian/gay woman (same sex)
Prefer not to say
Not answered
TOTAL
Relationship status
Marriage/civil partnership
Single
Widowed
Live with partner
Prefer not to say
skipped question
TOTAL
29
18
4
3
2
1
1
1
1
1
1
62
49
1
0
0
0
12
62
22
18
10
6
1
5
62
Do you consider yourself to have a disability? Multiple choice
Long-standing illness or health condition e.g. cancer, diabetes, HIV, etc.
Physical or mobility
Mental Health condition
Prefer not to say
Hearing
Learning disability/difficulty
Visual
Answered
Not answered
11
9
4
4
1
0
0
23
39
27
General survey analysis
The most common reason for patients to access healthcare services was for themselves, and for a
physical need.
Very few patients identified themselves as having a cultural need, but those that did stressed the
importance of having healthcare professionals available who understood their needs and
interpreters available.
No relation was identified in terms to how isolation and loneliness impact on access into healthcare
services. There were no evident correlations between self-reported loneliness or isolation and any
specific equality characteristic in the sample surveyed.
The majority of patients said that they trusted the healthcare professionals in their GP practice.
Those that did not said it was because they did not feel like they always listened to them, and that
they were in and out of appointments. Those that did said that it was because they had been
registered at the GP practice for a long time and that they were understood.
Almost half of the patients said that it is easy or very easy for them to get an appointment. Those
that offered reasons said it was because they can always get them, but some said that they have to
phone up early in the morning to get one. Those that said that it was difficult or very difficult said
that it was because they have to book in advance, or can’t get through on the phone, so they have to
go in person. When asked what they thought would make it easier for them to book appointments,
the most popular reason was to employ more staff, be it medical staff or receptionists.
The majority of patients surveyed said that they would want an appointment about an urgent
healthcare need the same day, some would consider the next, none would wait longer than two
days.
The most popular time for patients to attend GP appointments was the morning. This was either so
that they could fit it around work or taking the children to school. At the weekend, most patients
said that they would want an appointment in the morning. The most common reason for this was
patients wanting to be able to get on with their day. The patients who said that they would like an
appointment in the afternoon said that this was down to having to get children up, or needing
longer for themselves to wake up. None of the patients said that they would not consider weekend
appointments.
26 of the patients said that they had accessed an urgent healthcare service in the past twelve
months. 38% of these patients said that they accessed A&E, 23% said that they accessed a walk-in
service, 19% said that they called 111, 11% said that contacted the out of hours GP service, 4% said
they waited for their doctor and 4% said that they called 999. The majority of patients said that their
GP practice could not have done anything differently for them, those that did said that their GP
practice could have made it easier for them to book appointment, or they could have had
urgent/emergency appointments available.
The most popular alternative method of communication for patients was over the phone. This was
because it would save them time. Behind this patients said that they would see a healthcare
professional in the community, as it would allow for face to face contact, which was of great
importance. Patients did select an online communication method such as Skype, or sending pictures
of visual illnesses, but these were not as well regarded as the other two options. Those that did not
28
select them said that this was because they either did not have access to the technology or were
concerned about the security, particularly in relation to children.
When asked what their ideal GP practice would look like, most patients said that they were happy
with it as it is. When thinking about it a little more, patients said that they would like it to be clean,
welcoming, with a large waiting room and have the provision of a wide array of healthcare services.
When asked what they wanted from the healthcare services, patients said that they wanted quick,
responsive, personalised healthcare information and advice. When asked what their community
wanted from healthcare services, patients said that cultural awareness and interpreters were of the
upmost importance to them.
29
Shakespeare Walk-in Centre Survey Findings
In total 172 patients completed the Shakespeare Walk-in Centre survey. Over 50% of those surveyed
were of BME heritage.
They were registered at the following GP practices:
GP practice
Shakespeare Medical practice
Lincoln Green Surgery
Oakwood Lane Surgery
Burmantofts Medical Centre
Ashton View Medical Centre
Shaftsbury Medical Centre
Meanwood Group practice
Nursery Lane
Street Lane practice
Woodhouse
Bellbrooke Surgery
Leeds Student Medical practice
Moorcroft Surgery
North Leeds Medical practice
Conway Medical Centre
East Park Medical Centre
Park Edge practice
The Grange Medical Centre
Windmill Health Centre
Armley Medical Centre
Chapeltown Family Surgery
Church View Surgery
Foundry Lane Surgery
Hilton Road Surgery
Newton Surgery
Rutland Lodge Medical practice
St. Martins practice
The Light
Ashfield Medical Centre
Beeston Village
Church View Surgery
Colton Mill Medical Centre
Gibson Lane practice
Kippax Hall Surgery
Manston Surgery
Richmond Medical Centre
Rookwood Medical Centre
The Garden Surgery
Whinmoor Surgery
York Road Medical Centre
Burton Croft Surgery
Craven Road Medical practice
CCG
South and East
South and East
North
South and East
South and East
South and East
North
North
North
North
South and East
West
North
North
South and East
South and East
South and East
South and East
South and East
West
North
North
North
North
North
North
North
North
South and East
South and East
South and East
South and East
South and East
South and East
South and East
South and East
South and East
South and East
South and East
South and East
West
West
Number of Patients Registered
32
30
6
5
4
4
3
3
3
3
3
3
2
2
2
2
2
2
2
2
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
30
Fountain Medical Centre
Ireland Wood & Horsforth
Medical practice
Kirkstall Lane Medical Centre
Did not state GP practice
Not registered in Leeds
Not registered
West
West
1
1
West
N/A
N/A
N/A
1
17
8
6
Thinking about the last time that you visited your GP practice what was it for?
71% (122) of the 172 patients said that their last GP practice visit was for themselves. 6% (11) said
that their last visit was for a child. 18% (32) said it was for a family member. One of the patients said
that their last visit was for a friend or neighbour, 4% (8) did not answer the question.
What motivated your last visit?
75% (128) of the 172 patients said that their last visit to their GP practice was for a physical need.
8% (14) said that their last visit was for alleviation of worry. 7% (12) said reassurance and comfort.
10% (18) did not answer the question.
Seven of the patients who said that their appointment was for reassurance and comfort said that
their appointment was themselves, three said a family member and two said a child.
31
Seven of the patients who said that their appointment was for alleviation of worry said that their
appointment was for themselves, six said that it was for a child and one said that it was for a family
member.
Do you identify yourself as having cultural needs?
Nine patients identified themselves as having cultural needs.
None of the nine patients explained if their cultural needs were met, or not. However, four patients
said that language/interpretation was a need that they had. One of the patients was Iraqi, one
Ukrainian and one Black, or Black British African.
Do you consider yourself to be isolated?
77% (133) of patients said that they did not consider themselves to be isolated. 12% (20) of patients
said that they consider themselves to be isolated at times. 2% (2) of patients said that they consider
themselves isolated. 9% (16) did not answer the question.
Out of the 23 patients who said that they consider themselves to be isolated, or isolated at times,
two said that it impacts on the way that access healthcare services, as they don’t leave the house
much. One of them added that this was due to their depression.
There was no evident correlation between self-reported isolation and any specific equality
characteristic in the sample surveyed.
32
Do you consider yourself to be lonely?
74% (126) of patients said that they did not consider themselves to be lonely. 13% (22) of patients
said that they consider themselves to be lonely at times. 3% (6) of patients said that they consider
themselves lonely. 10% (18) did not answer the question.
16 of the patients who considered themselves to be lonely, considered themselves to be isolated as
well. None of the patients identified it impacting on the way that they access healthcare services.
One of the patients said that she considered herself to be lonely because she is ‘foreign’, she
identified her ethnicity as Greek.
17 of the 28 patients who said that they were lonely, or lonely at times identified themselves as
belonging to a BME ethnicity. Three Polish, three Pakistani, two Asian, or Asian British, one Black, or
Black British: African, one Black, or Black Caribbean, one Black African and White, one Arab, one
American, one Swedish and one Greek. Two did not state their ethnicity, but highlighted that it
wasn’t listed in the equality monitoring form.
Do you trust the healthcare professionals in your GP practice?
67% (115) of patients said that they trust the healthcare professionals in their GP practice. 17% (29)
said that they do at times. 5% (9) said that they did not trust the healthcare professionals in their GP
practice. 11% (19) did not answer the question.
33
47 of the patients who said that they trust the healthcare professionals stated reasons. Reasons
included, “no reason not to”, “been there a long time, always been helpful”, “they listen and help”
and “never got it wrong in the past”. One patient said that they trust the healthcare staff, but they
don’t trust the receptionists because they tell him he does not need an appointment.
17 of the 38 patients who said that they did not trust the healthcare professionals in their GP
practice, or only trust them at times stated reasons. Nine of the reasons related to be patients
having a bad experience in the past or being misdiagnosed, “test results error” and “some doctors
have mistreated me”. Four patients explained concerns in relation to patients being treated like
numbers, “they’re under pressure, patients become numbers” and “too many people registered, all
becomes very rushed, referrals ad-hoc and long wait time”. Two said that it is because they see
different doctors, “I see different GPs and have a mixed experience, some are better than others”.
One patient spoke about reception staff gate-keeping, one spoke about not feeling respected due to
their ethnicity and religion. Unfortunately, they did not state their ethnicity in the equality
monitoring form.
If you need to see a doctor at your GP practice urgently, how easy is this?
25% (43) of patients said that it was either very easy or easy to get an urgent appointment at their
GP practice. 22% (38) said it was okay. 36% (62) of patients said that it was either difficult or very
difficult. 17% (29) did not answer the question.
Of the 43 patients who said that getting an urgent appointment was easy or very easy, 18 left
further comments. 17 said that they could an appointment on the same day, with five adding that
their GP practice has a ‘sit and wait’ system and two adding that they call in the morning and wait
for a ring back. One of the patients said that they can get an appointment on the same day, but it is
not always with their doctor.
Of the 62 patients who said that getting an urgent appointment was difficult or very difficult, 48 left
further comments. 22 patients explained that by the time they get through to their GP practice all
the appointments are gone for the day. One patient said that their GP practice offers an online
appointment booking system, but this is not accessible as they don’t have access to a computer.
They shared concerns about missing out on appointments due to this. 17 patients said that the
waiting times to make a doctors appointment at their GP practice are too long. Seven patients said
that they find it hard to fit their appointments around work. This applied to patients working both
34
day jobs and shift jobs. Two patients said that the waiting time for ‘sit and wait’ appointments is too
long. One patient said that they find to book an appointment with their actual doctor. One patient
said that the receptionist told them to go to A&E, as the GP practice did not have any appointments.
Is there anything that could be done to make it easier for you to book appointments at your GP
practice?
20 patients said that more staff would make it easier for them to book appointment at their GP
practice. They either referred to reception staff or doctors. 19 patients said that longer opening
hours would make it easier for them, particularly in relation to working patterns. 11 patients said
that they would like to be able book appointments online. Five patients said they would like to be
able to book appointments in advance. Five patients said that urgent appointments should be
reserved for patients who need them on the day. Three patients said that their GP practice should
offer a ‘sit and wait’ service. Three patients suggested introducing apps for them to be able to book
appointments.
How long are you willing to wait for an appointment about an urgent healthcare need at your GP
practice?
66% (113) of patients said that they would want an appointment about an urgent healthcare need
the same day. 13% (22) said that they would be willing to wait for one day. 6% (10) said that they
would be willing to wait for two days. 3% (4) of patients said that they would be willing to wait for
three days or more. 12% (23) did not answer the question.
35
On a weekday, what is the best time for you to attend a doctor’s appointment?
Patients were asked to select only two times in response to this question. 234 answers were given to
this question in total.
The most popular time for patients to want a doctor’s appointment is 7-8am, as 13% (31) patients
said that they preferred this time. The second most popular time was 9-10am, with 12% (28) saying
that they would prefer this appointment time. The morning, 7-10am is significantly preferable to
patients. As is the evening, 5-7pm.
57 patients said that they chose the time that they did, as it fitted around their work. 18 patients
said that they could do anytime. 16 patients said that they need appointments around taking their
children to school/nursery. Five patients said that they wanted appointment times that fit around
university/college. One patient said that they want appointments later in the day, as they struggle in
the morning. One patient said that she has to wait for her son to finish work, as he translates for her
in appointments. One 76-85 year old patient said she likes her appointments during the day, as she
does not like to be out in the dark.
On a weekend, what is the best time for you to attend a doctor’s appointment?
Each patient was asked to select one time.
36
The most popular time for patients to want to doctor’s appointments is in the morning, 8am-12pm
with 42% (72) of patients stating this time. 17% (29) patients said that they would prefer an
afternoon appointment. Only 7% (12) of patients said that they would prefer an appointment in the
evening.
36 patients said that they would attend an appointment anytime if they had at the weekend. 12
patients said that they chose morning appointments because they wanted to get their appointment
out of the way and have their weekend free. Seven patients said that they work on a weekend, so
weekend appointments would not be more convenient for them. Three patients said that they
would only take a weekend appointment if they had to, two said they would not take a weekend
appointment at all. Two patients said that they chose afternoon appointments because they like to
sleep in on a weekend, particularly if they have been working the night before. Two patients said
that they would have to find childcare for a weekend appointment. One patient said that they
would not attend an appointment on a Sunday, as they have church.
Have you used an urgent healthcare service in the past twelve months?
63 patients said that they had used an urgent healthcare service in the past twelve months. 46
patients explained where they went.
19 patients accessed a walk-in service for their urgent healthcare need. 17 specified that they went
to the Shakespeare Walk-in Centre, two said that they went to Lexicon House (one for dental
problems) and one said that they also accessed St George’s Centre in Middleton. Only seven patients
gave a reason for their visit. Three patients said that they went for their child. Three patients went
for themselves. One patient said that they went because their GP practice wasn’t open.
18 patients said that they went to A&E for their urgent healthcare need. Eight patients specified why
they went to A&E; broken wrist, infection/allergy, Tonsillitis, attacked by dog, bleed, breathing
problems, took friend who was suicidal and took child to GP, but her temperature went up so I took
her to A&E.
Five patients said that they contacted 111. Two of the patients said that they also went to a walk-in
centre. Two patients said why they contacted, one had an asthma attack and the other had a
swelling in their face.
Two patients said that they went to their GP practice. Only one patient said why, and this was
because her son had Scarlet Fever.
One patient said that they contacted the Crisis Team, and one patient said that they contacted the
emergency doctor.
What could your GP practice have done differently for you to be treated by them?
55 patients answered the question.
24 patients said that their GP practice could not have done anything differently.
13 patients said that their GP practice could have made it easier for them to get an appointment.
10 patients said that their GP practice would have made it easier if they had longer opening hours.
Four patients felt that their doctor wasn’t thorough enough with them or did not spend enough time
with them, so they had to use an urgent care service.
Two patients said that if they doctor provided x-rays and tests, they would have gone to see them
instead of an urgent care service.
One 16-25 male patient said that he is not registered with a GP practice, so he always goes to the
Shakespeare Walk-in Centre.
37
The patient who referred to the Crisis Team said that her doctor had signposted her, so she knows
who to access for the correct help now.
Thinking about other ways you could speak to a qualified healthcare professional, would you be
happy to:
In total 177 responses were given from the 172 patients.
The most popular alternative way given by patients was over the phone, with 44% (77) giving this
response. The second most popular way was speaking to healthcare professionals in the community,
with 24% (42) giving this reponse. 16% (29) of patients said that they would speak to them using an
online communication method. 16% (29) said that they would send them pictures and descriptions
via email.
73 patients said that they prefer the idea of going to see a healthcare professional face-to-face.
“face to face is more personal”, “face to face, want human interaction”, when you’re talking face to
face you get 100% attention”.
Some patients gave more personal reasons for preferring face to face; “face to face, it helps my
memory”. Five patients gave language as a reason for prefering face to face appointments. The
patients who identifed langauge as being a reason were Black, or Black British African (two patients),
Asian, or Asian British Pakistani, Kurdish and Polish. Only seven of these patients said that they
would be happy to speak to a qualified healthcare professional in the community.
13 patients felt that the methods would save them time, “all create flexibility”, “more convinient”.
11 patients felt that the methods were a good alternative to face to face appointments, “get more
access”, “would help me if I could not get in”.
Six patients shared concerns about the security of sharing personal health information online.
Five patients said that they would only use the alternative methods for ongoing, or non-serious
healthcare concerns.
Five patients welcomed the introduction of technology, whereas one patient said that they don’t use
technology at all.
All but three of the patients who said that they would email pictures and descriptions of visual
illnesses also said that they would use Skype or another visual online communication method. 14 of
38
these patients were aged 16-25, seven were aged 26-35, seven were aged 36-45, two were aged 4655, one was aged 56-65 and one 66-75.
What would your ideal GP practice look like?
39 patients said that they are happy with their GP practice the way that it is now, with seven
patients adding that they aren’t really that bothered how it looks.
22 patients said that their ideal GP practice would be clean.
18 patients said that they would like it if it was easier for them to see someone. Three patients said
that they would like a quick and easy booking system.
10 patients said that they would like longer opening hours, and weekend opening hours.
Seven patients said that they would like a GP practice that is welcoming, a further seven patients
said that they would like friendly staff.
Six patients said that they would like a GP practice that has more facilities. Three patients said that
they would like an x-ray machine, two said that they would like more testing facilities and one did
not leave any further comments.
Five patients said that they would like a GP practice which is accessible, one patient regsitered at
Shakespeare Medical practice added that there should be more disabled parking.
Four patients said that they would like a GP practice that is modern.
Four patients said that they would like ample car parking facilities.
Two patients said that there needs to be activities for children whilst parents are waiting for
appointments, three patients said that there should be distractions.
One Black, or Black British Caribbean patient said a GP practice needs to be, “clean, place for
pushchairs, translators receptionist with proper English Not everyone sitting together chairs colour
coded”.
One Arab patient said that there needs to be a, “tv in the waiting room. Good selection of reading
materials (not Womens Own). Diverse range of GPs from various backgrounds”.
What do you need from the healthcare service?
44 patients said that they need a quick, responsive healthcare service. “Just a fast-ish appointment
when I need one”, “clean, fast response”, two weeks wait is not accessible”, “on the day
appointments and better explanations”, “efficient and quicker if busy, need more doctors”.
39 patients spoke about the importance of having personalised and polite care. “Prompt and efficent
service, personable”, “to be fair and respect other cultures”, “I have multiple health problems and
they look after me well”, “to make time for you”, “to have a better understanding of what you may
be going through”, “information to be easily accessible and easy to find. People who respect me and
treat me as a person”.
29 patients said that they simply need health information and advice.
12 patients said that they are happy with the healthcare service as it is. “Nothing, I’m listened to”,
“Nothing more, they do the best that they can do”.
Seven patients said that they need a flexible healthcare service in terms of when they can access
appointments.
Five patients said that they need reassurance, “help when unwell, need someone to talk to”.
39
Four patients said that they need quick referrals and good signposting, “better access to mental
health services and quicker referals to see them”.
What does your community need from the healthcare service?
One patient who identified themselves as having cultural needs said that, “Fair and understand their
culture. If our GPs can do. We need to employ some of our community as staff”. Unfortunately they
did not state their ethnicity.
One patient who identified themselves as being Asian, or Asian British: Pakistani said that English is
an issue Urdu is essential not fluent in English. More interpreters, even if Dr understands an
interpreter would help”. A further Pakistani patient said that they would like interpreters, as did a
Swedish patient.
One patient who identified themselves as an Arab and also having mental health needs said, “More
funding equal access to treatment, specialist services having staff with real life experience of the
issues they're dealing with”.
Do you have any further comments about the healthcare service?
Four patients said that it is important for staff to listen to patients more, and ensure that they are
put first. Two patients suggested training for reception staff.
One patient said that there is no need for them to register at a GP practice as he has no health
needs. He said that if the walk-in centre wasn’t there, he would just go to A&E.
One patient said that they would like to be notified of their waiting time at the walk-in centre.
What health condition brought you to the Shakespeare Centre today?
Out of those willing to disclose why they were are the Shakespeare Centre:
23 patients said that they were there for their child.
14 patients said that they were there because they were in pain.
11 patients said that they were there for muscle aches.
Eight patients said that they had suspected ear infections.
Eight patients said that they were experiencing nausea.
Six patients said that they had a swelling.
Five patients said that they had a cold/flu.
Four patients said that they had chest pains.
Three patients said that they had a cough.
Two patients said that they had a pregnancy related need.
Two patients said that they had a rash.
One patient said that they wanted a repeat prescription.
One patient said that they wanted a diabetes test.
Why did you choose to come to the Shakespeare Walk-in Centre today?
36 patients could not get an appointment at their own GP practice. One patient added that the same
day appointment system is “rubbish” at Leeds Student Medical practice. Generally patients wanted
to be seen on the same day, especially if they wanted an appointment for a child. “No GP
appointment until 5pm, want my baby seen asap”.
40
28 patients said that the Shakespeare Walk-in Centre was the closest option for a doctors’
appointment. Most of the patients said that it was close to home, but a couple said that it was close
to work. One patient added that she was walking past, and came in because her child was unwell.
20 patients said that they were registered at either Lincoln Green Health Centre or the Shakespeare
Medical practice. If they could not get an appointment when they wanted one, they just walked over
to the counter for the walk-in service.
20 patients said that their GP practice was shut. This was mainly found at weekends, but weekday
evenings also.
Nine patients said that they chose to come to the walk-in centre because it was the quickest option
for them in terms of needing immediate advice/treatment. “Knew if I came, I would be seen”,
“quickest way to see someone on the day”. A further three patients said that they had bad
experiences at their GP practice, so they would rather come to the walk-in centre, “they take more
care with your illness. GP in my own practice has no time”. One patient said that they “…don’t have
a fair service in their GP practice”.
Eight patients said that they were not registered in Leeds. Three patients were students, one added
that they would prefer to remain registered at home as they have a long-term health condition.
Three patients said that they were working away from home. Two patients said that they were
visiting a friend.
Seven patients said that they were referred either from a pharmacy, their GP practice or 111.
Six patients said that they were not registered at a GP practice at all.
If a walk-in centre wasn’t available, where would you go instead?
40 patients said that they would go to A&E.
19 patients said that they would wait until they could get an appointment at their own GP practice.
12 patients said that they would call 111. Three said that if 111 wasn’t able to help them they would
then go to A&E. All three of these patients said that they came to the walk-in centre with a child.
10 patients said that they did not know what they would do.
Seven patients said that they would wait it out until they felt better.
Seven patients said that they would go to a different walk-in centre.
Four patients said that they would go to the pharmacy for advice.
Two patients said that they would use Google to find out where else they could go.
Two patients said that they would wait until they got home. Both these patients were students.
Two patients said that they would have to register with a GP practice in Leeds. One of these patients
was a student.
41
Equality monitoring
Gender
Female
Male
Prefer not to say
Not answered
TOTAL
97
59
0
16
172
Age
Under 16
16 - 25
26 - 35
36 - 45
46 – 55
56 - 65
66 – 75
76 - 85
86 - 95
Over 95
Prefer not to say
Not answered
TOTAL
4
38
44
26
17
13
4
4
0
0
0
22
172
Relationship
Status
Single
Marriage/
civil partnership
Not answered
Live with partner
Prefer not to say
Widowed
TOTAL
72
39
25
23
8
5
172
Ethnic Background
White: British
Black, or Black British: African
Asian, or Asian British: Pakistani
Eastern European: Polish
Asian, or Asian British: Indian
Mixed/Multiple Ethnic Groups: Asian and White
White: Irish
American
Black, or Black British: Caribbean
Greek
Kurdish
Other: Arab
Asian, or Asian British: Chinese
British/Irish
Eastern European: Ukrainian
Iranian
Iraqi
Mixed/Multiple Ethnic Groups: Black African and White
Mixed/Multiple Ethnic Groups: Black Caribbean and White
Norwegian
Portuguese
Swedish
White Spanish
White: Gypsy/Traveller
Prefer not to say
Not answered
TOTAL
Sexuality
Heterosexual/straight (opposite sex)
Gay man (same sex)
Bisexual (both sexes)
Lesbian/gay woman (same sex)
Prefer not to say
Not answered
TOTAL
78
17
12
10
4
3
3
2
2
2
2
2
1
1
1
1
1
1
1
1
1
1
1
1
3
20
172
115
3
1
0
12
41
172
42
Shakespeare Walk-in Centre Survey Analysis
The most common reason for patients to access healthcare services was for themselves, and for a
physical need.
Very few patients identified themselves as having a cultural need, but those that did said that the
language barrier is the hardest thing for them to overcome when they access their GP practice.
No relation was identified in terms to how isolation and loneliness impact on access into healthcare
services, with the exception of two patients saying that they find it hard to leave the house to access
healthcare services. There was a large positive correlation between patients who identified
themselves as lonely and belonging to the BME community, with 68% of the patients being BME.
This correlation wasn’t as apparent when it came to isolation.
Most of patients said that they trusted the healthcare professionals in their GP practice. They said
that this was because they knew them, and they had no reason not to. The few patients who were
not so trusting said that this was because of bad past experiences, feeling rushed and receptionists
gate keeping.
36% of patients said that it was hard or very hard for them to get an appointment at their GP
practice. This is higher than the figure for the general survey, which is not surprising seeing that the
data was collected in a walk-in centre. When asked why it was hard the most popular reason
patients gave was because the appointments in their GP practice had often gone by the time that
they got through to them. This was reflected when patients stated that they accessed the walk-in
centre because they were unable to get an appointment at their GP practice on the day. The
patients who said that it was easy or very easy to get an appointment at their GP practice said that
this was because they could get an appointment on the same day. Again, this shows a desire for an
appointment on the same day and contributes to the reason why patients access the walk-in centre
if they can’t access their GP practice on that same day. The majority of patients said that they would
want an appointment about an urgent healthcare need the same day, some would consider the
next, very few would wait longer than two days.
When asked what would make it easier for them to book appointments, patients said that
employing more staff would make it easier, but they also said that longer opening hours would help.
Again, this is reflected when patients showed a preference for appointments around working hours
and school hours.
The most popular time for patients to attend GP appointments was early morning, followed closely
by early evening. This was either so that they could fit it around work or taking the children to
school. At the weekend, most patients said that they would want an appointment in the morning.
The most common reason for this was patients wanting to be able to get on with their day. The
patients who said that they would like an appointment in the afternoon said that this was down to
having to get children up, or needing longer for themselves to wake up. Three patients said that they
would rather not have a weekend appointment, two said that they would, but only if they had to.
63 of the patients said that they had accessed an urgent healthcare service in the past twelve
months. From the 46 that stated where they went; 41% said that they accessed a walk-in centre
(most stated Shakespeare), 39% said A&E, 11% said 111, 4% said their doctor and 2% said the Crisis
Team. Again, these figures could be attributed to the fact that the data was gathered in a walk-in
centre, which suggests that patients have an awareness of the appropriate urgent healthcare
43
services to access. The percentage for those accessing A&E for urgent healthcare needs was higher
in the general survey.
The majority of patients said that their GP practice could not have done anything differently for
them, those that did said that their GP practice could have made it easier for them to book
appointment, or been open longer.
Patients said that they liked the suggested communication methods, as they would save them time.
However, some patients showed caution about using them for new health concerns. The most
popular alternative method of communication for patients was over the phone, favoured because it
would save them time. Of the total sample, 20% fewer patients said that they would see healthcare
professionals in the community. This is a surprising difference compared to the general survey, as it
still allows for face to face communication, which again, patients stressed as very important.
Younger patients did select an online communication method such as Skype, or sending pictures of
visual illnesses, but these were not as well regarded as the other two options. Those that did not
select them said that this was because they either did not have access to the technology or were
concerned about the security, particularly in relation to children.
When asked what their ideal GP practice would look like, most patients said that they were happy
with it as it is. They said that cleanliness was important to them, but the most important factors
were in relation to easy access to appointments and longer/weekend opening hours.
When asked what they wanted from the healthcare services, patients said that they wanted quick,
responsive, personalised healthcare information and advice. When asked what their community
wanted from healthcare services, patients said that cultural awareness and interpreters were of the
upmost importance to them.
The majority of patients who were willing to disclose why they had accessed the walk-in centre that
day said that their healthcare need was for a child. This shows a sense of urgency when it comes to
seeing a healthcare professional quickly regarding a child’s health. The remaining healthcare needs
were around general aches, pains and cold/flu-like symptoms.
The majority of patients said that they came to the walk-in centre because they could not get an
appointment at their GP practice. There was a consensus that when patients had an urgent
healthcare need, they generally wanted to speak to a healthcare professional about it on the same
day, particularly in relation to a child’s health. The location of the walk-in centre was favourable as
well. Looking at the equality monitoring information it can be noted that most of the patients lived
close by, were registered at a GP practice in the South and East Leeds Clinical Commissioning Group
and belonged to a BME community. It was noted that patients registered at either Lincoln Green
Health Centre or Shakespeare Medical Centre (all same site, and waiting room) walked immediately
to the walk-in centre counter if they could not get an appointment when they wanted one at their
GP practice. When surveying on weekends and evenings, patients often said that they accessed the
walk-in centre because their GP practice was shut. In total 14 patients said that they were not
registered at a GP practice in Leeds. Six patients who were Leeds residents said simply that they
were not registered, those that elaborated said that this was because they did not have healthcare
needs. Five patients were either working away from home or visiting friends. Three patients were
students, and all said that they would rather remain registered at home. A further student patient
said that the appointment system at Leeds Medical practice was “rubbish”, as you have to sit and
wait for a long time.
44
38% of 105 patient response said that if the walk-in centre was not available, they would go to A&E.
There were not any patterns to be found in relation to the patients accessing the walk-in centre for
their child. 18% of patients said that they would wait until they could get an appointment at their
own GP practice. 11% said that they would call 111. Three of these patients said that if 111 wasn’t
able to help them, they would go to A&E. These three patients were all accessing the walk-in centre
with a child. 9% of patients said that they would not know what to do. 7% said that they would wait
until they felt better. 7% said that they would go to a different walk-in centre. 4% said that they
would go to a pharmacy for advice. 2% said that they would use Google to find out where to go. 2%
said that they would wait until they got home, both students. 2% said that they would have to
register at a GP practice in Leeds, one of these patients was a student. Although, the final two
percentages are low, they do highlight a lack of desire for students to have to register at a GP
practice at home.
It was noted that over 50% of people surveyed at the practice were of BME heritage.
45
Student survey findings
In total 50 students completed the student survey.
Are you registered at a GP practice in Leeds?
If you are registered at a GP practice in Leeds, please state which one?
72%
Leeds Student Medical practice
36
Burton Croft Surgery
1
2%
Craven Road Medical practice
1
2%
Hyde Park Surgery
1
2%
North Leeds Medical practice
1
2%
Woodhouse
1
2%
Not answered
9
18%
50
If you are registered at Craven Road, Hyde Park or Leeds Student Medical practice, are you aware
of the extended opening hours? (8-8 or 7-7 Monday to Friday at Craven Road and Hyde Park, 8-4
Sat and Sun at Hyde Park, same day appointment system 8.30am until 3pm Monday to Friday
Student Medical practice)
46
If you're not registered at a GP practice in Leeds, why not?
Of the 10 patients who said they were not registered at a GP practice in Leeds, nine gave an answer.
Six patients said that this was due to not permanently residing in Leeds – they were only in Leeds for
university, so did not see the point of registering in Leeds. One patient had only been in Leeds a
short time so hadn’t done so. One patient said that they were lazy so hadn’t gotten around to
registering. One patient was unsure as to the reason.
If you had a healthcare need, where would you go and why?
Response
doctor
28
Back home
3
Don’t know
2
Pharmacy
2
111
1
A&E
1
Self-care
1
Would not go anywhere
1
Not answered
11
TOTAL
50
Note: One patient who would return home said that they would go back to China, suggesting that
they are an international student.
If you had an urgent healthcare need, where would you go and why?
A&E
30
doctor
6
Don’t know
2
Nowhere
2
Return home
2
Contact 111
1
Contact other
1
Not answered
6
TOTAL
50
Note: One patient who would return home said that they would not access services in the UK,
suggesting that they are an international student
47
Of the 40 patients registered in Leeds, 70% (28) said that they would go to see a doctor if they had a
healthcare need, 5% (2) would go to a pharmacy, 2.5% (1) would go to A&E, and 22.5% (9) did not
answer. If the healthcare need was urgent, 57% (23) of patients would go to A&E, 15% (6) would go
see a doctor, 5% (2) would not go anywhere, 2.5% (1) would contact 111, 2.5% (1) would access
healthcare services at their permanent home, 2.5% (1) did not know, and 15% (6) did not answer.
One patient who said A&E also suggested a walk-in centre.
Of the 10 patients who were not registered in Leeds, 30% (3) said that they would go to their
permanent home to access healthcare services if they had a healthcare need, 20% (2) did not know
where they would go, 10% (1) would contact 111, 10% (1) would self-care, 10% (1) would not access
any service, and 20% (2) did not answer. If the healthcare need was urgent, 70% (7) would go to
A&E, 10% (1) would access healthcare services at their permanent home, 10% (1) would contact a
friend, and 10% (1) did not know.
48
Student Survey Analysis
It was very clear that students on the whole were not satisfied with the ‘sit and wait’ appointment
system at Leeds Student Medical Practice.
When comparing the two groups that are/are not registered in Leeds, it indicates that patients
registered in Leeds generally have a good grasp on the appropriate services to access when they
have a non-urgent healthcare need. Patients who were not registered had a more varied response
and appeared to show less knowledge of the appropriate services to access.
For urgent healthcare needs, the majority of patients in both groups said that they would go to A&E.
This indicates a general lack of awareness of urgent healthcare services such as local walk-in centres
and the 111 service, which were mentioned in only a small number of responses. There was a small
number of patients who would not access local services either at all, or in favour of services near
their permanent residence, as this was easier for them.
Crucially, 20% of students surveyed are registered at a Leeds GP practice and only 54% knew about
the extended opening hours.
49
Appendix one – Access to healthcare in Leeds North
50
51
52
53
54
55
56
Appendix two – Access to healthcare in Leeds North with Shakespeare Questions
57
58
59
60
61
62
63
Appendix three – Access to healthcare in Leeds North - students
64
65
Appendix four – Shakespeare Walk in Centre
Date & Time
16th May Saturday
9.00am – 12.00
Noon – 4.00pm
4.00pm – 7.00pm
17th May Sunday
1.30 – 3.00pm
6.00pm – 8.00pm
18th May Monday
8.00am – 12pm
12pm-1.30pm
1.30-4pm
19th Tuesday
10.00 – 3.00pm
20th Wednesday
8.00am – 12.00
5.00 – 8.00pm
21st Thursday
8.00am-10.00
10.00 – 2.00pm
5.00 – 8.00pm
22nd May Friday
4.30 – 6.00pm
66