Accessible Information and Communication at GP services in Tameside
Download (PDF 12.59 MB)Summary of report content
Healthwatch Tameside undertook research to understand how the Accessible Information Standard was implemented locally by GP practices. They undertook a survey, interviews and focus groups, reaching 113 people in total.
Key findings
Areas of the Accessible Information Standard are not being met across GP services in Tameside.
People struggled to get reasonable adjustments to help them access their GP service. There was a lack of choice in how to book appointments and communicate with practices.
Some people were repeatedly contacted in ways inaccessible to them, despite telling their GP practice about their communication and information needs. A lack of accessible information and communication affected people’s ability to book appointments, understand information about their care, and attend appointments.
Access to British Sign Language (BSL) interpreters was a particular concern raised by respondents. Being unable to access an interpreter meant that people missed out on care, or could not communicate with staff. People who could manage their own care ended up having to rely on family and friends for support, because of a lack of options which worked for them.
Difficulty accessing GP services caused anxiety and upset. Some people avoided visiting their GP entirely because of this.
Some people missed appointments or important information about their health because of information which was inaccessible to them. Other people worried about this happening to them in the future.
People felt like they were treated unfairly, and had to spend extra time and effort accessing services where other people did not have to. Many respondents felt that they were not listened to.
Some people praised the efforts of individual staff members who helped them access services. This was particularly true for people who had a good, longstanding relationship with a GP practice or clinician. However, most people felt that staff were not equipped to communicate effectively with them. Many people wanted to see further training for staff on awareness and communication