Emergency department, general practice, or pharmacy services? Service user feedback on factors influencing choice

Healthwatch Islington talked to residents/ patients about their experience of local emergency departments and GP and pharmacy services to understand why people are using A&E rather than their GP or pharmacy. The consultation activity was carried out at the June meeting of the Pan-Islington Patient Group, which Healthwatch Islington hosted in partnership with the CCG. This report also contains findings from a series of focus groups run by Healthwatch partners Every Voice and Manor Gardens Health Advocacy Service.  They spoke to 80 people.

Across both organisations, and at the main Pan-Islington Patient Group meeting it was clear that awareness of what was available from different providers was varied. Participants had on occasion not used the ‘most appropriate’ service for their needs but this was often because they did not know what other service they could have used. In some cases residents perceived their need was urgent and acted accordingly, though they suggested that better advanced information and direct advice from healthcare professionals could assist their decision-making. 

In all groups there was some confusion about what constituted a serious enough need for treatment at an Emergency Department. There was less awareness of what is on offer at local pharmacy within the out-reach groups (this may be because these are residents who are less engaged with services).