Key Topic: Great Practice

Healthwatch Blackburn with Darwen gathered feedback from 830 residents between September 2016 and March 2017 to understand experiences of local GP practices. Overall, participants reported positive experiences of GP care, with most rating their surgery highly for listening, explaining treatments, involving patients in decisions, and treating people with dignity and respect. Many respondents valued having a trusted GP who understood their medical history and personal circumstances. 

The main concerns related to access rather than clinical care. Difficulties getting through on the phone, long waits for appointments and challenges obtaining urgent appointments were frequently reported. Reception staff were another recurring theme, with some patients feeling they were asked for too much personal information, experienced inconsistent decision-making about appointments, or received advice that should have come from a clinician. 

Most people preferred to see a specific GP, and while many were able to do so regularly, some reported difficulties accessing their preferred doctor. Residents also expressed interest in more flexible opening hours, particularly early mornings, evenings and weekends. Although most respondents said they would use a pharmacy for minor ailments, awareness of alternative services and out-of-hours options varied. 

Overall, Healthwatch found that local GP services were generally well regarded but identified opportunities to improve access and patient experience. Recommendations included better customer service training for reception staff, improved confidentiality, more flexibility around urgent and double appointments, greater patient involvement in care decisions, promotion of pharmacy services for minor ailments, and clearer information about available healthcare options when GP practices are closed.