General Practice Nursing Report

This report was commissioned by Wolverhampton Clinical Commissioning Group on behalf of the Black Country and West Birmingham Sustainability and Transformation Partnership (STP). Healthwatch Dudley, Sandwell, Walsall and Wolverhampton gathered feedback from 220 patients through focus groups, surveys and GP practice drop-ins to understand public knowledge and experiences of General Practice Nurses (GPNs).

The findings showed that patients had varied levels of understanding about the roles of General Practice Nurses. Many participants recognised that nurses provide services such as asthma and diabetes reviews, blood tests, vaccinations, health checks and monitoring of long-term conditions. However, others had little awareness of what nurses could do or the range of services available through them. Knowledge tended to be greater among patients with long-term conditions who had regular contact with specialist nurses. 

Many patients automatically requested an appointment with a GP rather than a nurse. This was often due to habit or a lack of understanding about nurses’ skills and responsibilities rather than a deliberate preference. Some participants said they would be willing to see a nurse if they knew more about the role or if they could be seen more quickly. 

Trust was identified as an important factor influencing appointment choices. Some patients preferred to see a GP because they had built a longstanding relationship with their doctor or were uncertain about the training and expertise of practice nurses. Several participants suggested that providing more information about nurses’ qualifications, experience and specialisms would increase confidence in using nurse-led services. 

Appointment availability was seen as a significant advantage of nurse appointments. Many participants reported being able to see a nurse more quickly than a GP, which encouraged them to use nurse services. However, some respondents noted that nurse appointments could also involve waiting times and that referral back to a GP sometimes prolonged the care process. 

Patients who preferred seeing nurses often described them as more approachable, empathetic and able to spend more time listening to their concerns. Some participants felt that nurses provided a more personal experience and allowed them to discuss multiple issues during one appointment. Specialist nurses supporting long-term conditions were particularly valued. 

The report also found that some patients preferred to see nurses for women’s health issues because nurses were perceived to be predominantly female. While this encouraged some patients to use nurse appointments, the report noted that assumptions about gender roles could influence perceptions of healthcare professionals.

A recurring theme was the need for better information about General Practice Nurses. Participants wanted clearer explanations of what nurses can do, the services they provide, and their qualifications. Suggested methods included posters, leaflets, practice websites and other information displayed within surgeries.

Patients also identified opportunities to improve online booking systems. Many said they could only book appointments with GPs online and viewed this as a missed opportunity. Participants suggested allowing nurse appointments to be booked online and incorporating prompts that direct patients to nurse appointments when appropriate. 

Reception staff were seen as playing an important role in guiding patients to the most appropriate clinician. Most participants supported being asked about the reason for their appointment and being signposted to a nurse when suitable. Many believed receptionists could help raise awareness of nurse services and improve their use. 

Overall, the report concluded that General Practice Nurses are highly valued by patients who use their services, but that a lack of awareness about their roles and skills may contribute to underuse. The report recommended improving information about nurse services and staff expertise, expanding online booking options for nurse appointments, and strengthening the role of reception staff in signposting patients to appropriate nurse-led care.