Exploring access to GP services in Dudley Borough

Healthwatch Dudley undertook a follow‑up report to examine whether access to GP services in Dudley borough has improved since similar research conducted in 2023. It draws on over 840 pieces of feedback from surveys, community engagement, and visits to GP practices. 

Overall, the report finds that although some improvements have been introduced, patients’ experiences of accessing GP services have changed very little. Many people reported that access is only “marginally easier” than before, and levels of dissatisfaction remain high, with negative feedback increasing from 60% in 2023 to 69% in 2025.

A number of system changes have been implemented to improve access. These include the introduction of the Dudley GP Practice Charter, the Pharmacy First scheme, and the Modern General Practice model, which uses triage to prioritise patients based on clinical need rather than a first‑come, first‑served approach. 

Despite these changes, significant barriers remain. Patients continue to experience difficulties booking appointments, particularly due to inconsistent booking systems across practices. While most people know they can book by phone, fewer are aware of online or app‑based options, and some patients reported being discouraged from using telephone or in‑person booking altogether. 

The increasing reliance on digital systems has created challenges, especially for older people, those with disabilities, and others who are digitally excluded. Some patients reported being told to use online forms even when they could not do so, leading to frustration and reduced access to care. 

Concerns were also raised about communication and patient experience. Patients reported inconsistent information, confusion about how to access services, and dissatisfaction with triage processes. Some felt that reception staff acted as “gatekeepers,” and others were uncomfortable sharing personal information in public spaces due to lack of privacy. 

The Pharmacy First service was generally seen as convenient and helpful, with most people aware of it and many having used it successfully. However, there were issues with inappropriate referrals and poor communication between GP practices and pharmacies, which sometimes caused delays or confusion. 

Awareness of the Dudley GP Practice Charter was very low, despite all practices signing up to it. Only a small proportion of patients had seen or read it, and it was rarely displayed in GP practices, limiting its impact. 

The report also highlights ongoing inequalities in access. People with communication needs, such as those requiring interpreters or with sensory impairments, often faced additional barriers. Many patients were unaware that support was available or reported inconsistent provision. 

In addition, the quality and availability of information about services varied widely. Some GP practices did not regularly update information in waiting rooms or on social media, and long display cycles on screens meant key messages could be missed. 

The report concludes that while initiatives like triage systems and Pharmacy First have potential to improve access, they have not yet fully addressed patient concerns. Clearer communication, better consistency between practices, and more inclusive access arrangements are needed. 

Key recommendations include improving awareness and visibility of the GP Practice Charter, ensuring patients can access services through multiple channels (not just digital), addressing digital exclusion, enhancing communication support, and providing clearer, more consistent information about services.