What does good GP care look like to local people?
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Healthwatch Waltham Forest undertook research on what good GP care looks like to local people. They spoke to 136 residents during community events and focus groups in 2023, including people from seldom-heard groups, to develop a framework describing the characteristics of good primary care. The findings were also informed by analysis of 4,475 comments about GP services received between 2022 and 2024.
The research identified four key features of good care: care should be accessible, competent, person-centred and trustworthy. People wanted timely access to both urgent and routine appointments, flexible booking methods that work for digitally included and excluded patients, affordable services, and healthcare professionals with up-to-date knowledge and a good understanding of patients' wider circumstances. Continuity of care was highly valued, with people wanting to see the same clinician where possible and receive joined-up care across different services.
Participants also emphasised the importance of being listened to, receiving clear explanations about tests, diagnoses and treatment options, and being involved in decisions about their own care. They wanted healthcare professionals to take a holistic approach, treat people as partners in their care, share information effectively between services and provide support that reflects individual needs and preferences. Regular check-ups, transparent processes and trustworthy relationships with healthcare professionals were also seen as important aspects of good care.
The report identified several priorities for improvement, including more flexible appointment booking systems, better telephone responsiveness, simpler online systems, improved continuity of care, better communication about test results and referrals, stronger coordination between GP practices and other services, and greater patient choice over how appointments are delivered. For people with long-term conditions, Healthwatch recommended longer and more flexible appointments, regular reviews, improved self-management support and a more joined-up approach between health, social care and community services.