Our GPs - what local people say

Healthwatch Tower Hamlets undertook research on GP services in the borough. They analysed feedback from 753 service users between April 2016 and March 2017, examining 3,369 issues relating to patients’ experiences of GP surgeries. 

The report found that patients generally viewed GP services as high quality but difficult to access. People were positive about the care they received from doctors and nurses, describing medical staff as knowledgeable, caring and supportive. Practice nurses received particularly positive feedback, and many patients felt involved in decisions about their care and valued the quality of treatment they received. 

The main areas of dissatisfaction related to access. Many patients reported long waits for routine appointments, difficulties getting through on the telephone and frustration with booking systems. Waiting times of two to three weeks for non-urgent appointments were commonly reported and viewed as unacceptable. Patients also raised concerns about administrative errors, appointment cancellations, communication problems, difficulties obtaining referrals and inconsistent experiences with some reception staff. 

Healthwatch Tower Hamlets recommended improving telephone systems, expanding online and telephone consultation options, reducing waiting times, sharing good practice from higher-performing surgeries and improving communication with patients. The report concluded that while residents had confidence in the quality of clinical care provided by local GP practices, improving access to services was the most significant challenge facing primary care in the borough.