Getting to see your doctor

Following recent press reports on the deficiencies of General Practice, Healthwatch Hampshire initiated a survey to assess the situation in south west Hampshire. The survey sought the views of around 250 adults who attended General Practices in five towns, Hythe, Lymington, New Milton, Ringwood and Totton. These towns’ population have more than twice the national average of people over the age of 65 years. It is vital that the General Practice service is able to cope with their needs.

A large majority (95%) of the participants in this survey were very supportive of the care provided by their GP. This is despite evidence discussed in this report that the pressures of budgetary limitations and the increasing challenges of an ageing population outlined by the Royal College of General Practitioners are resulting in a less than adequate or ideal service. 

Around one third of the participants in this survey had experienced difficulties accessing a doctor of their choice. There was a large variation in the time it took to see a GP with the extreme being 6 weeks. A large proportion, many elderly, are having to wait up to 3 weeks. 

The out-of-hours service was viewed favourably by the majority, but there was a sizable minority (just over 20%) who preferred to use A&E for non-emergency treatment because of their poor experiences of the out-of-hours service. Alternative methods of accessing GP ervices were viewed positively. 

Over a third of the participants supported the idea of on-line / video (Skype) consultations for both normal surgery consultations and out-of-hours consultation, provided that it was available to everyone and no one was disadvantaged. Even those less able to cope with modern technology felt it would be good for those who could manage it. Using this method of interface for care homes could be a huge benefit for both doctors and elderly residents.

 It is vital that General Practices publicise prominently a clear and understandable guide for their patients to follow if they wish to make a complaint. A majority of the survey participants did not know who they should complain to about a GP Practice, saying that they would complain to the Practice of concern.