Making the most of your GP appointment

Healthwatch Wandsworth surveyed 40 residents about how GP time could be used more effectively and whether patients could be encouraged to use alternative health services where appropriate. Many respondents felt that greater awareness of alternatives to GP appointments, such as pharmacists and NHS 111, could help reduce pressure on GP services. 

Views were mixed on whether GP reception staff should signpost patients to other services. While 57% supported this role, many respondents felt receptionists would require additional training. Concerns focused on a lack of medical knowledge, confidentiality issues, and discussing personal health matters in public reception areas. 

Key Findings

• Most respondents felt the public needs better information about alternative services available to them. 
• Pharmacists and NHS 111 were seen as important alternatives to GP appointments. 
• Opinion was divided on receptionist-led signposting, with concerns about training, privacy and professional boundaries. 
• Suggested ways to raise awareness included leaflets, posters, face-to-face advice, websites, text messages and apps. 
• Respondents felt pharmacists, community leaders, nurses and other health professionals should help promote alternative services. 

Conclusion

The report concluded that improving public awareness of alternatives to GP appointments could help reduce pressure on general practice and improve access to care. However, any signposting role for reception staff would need careful consideration, including appropriate training, clear responsibilities and safeguards around confidentiality.