Access to GP-led services Wokingham Borough Patient Views

Healthwatch Wokingham Borough undertook research on access to GP-led services in partnership with the NHS. Between November and December 2021, over 7,000 people responded to the patient survey, and 267 people responded to a survey for all staff in GP surgeries in October 2021.

The patient survey revealed that 42% of patients who telephoned their GP were on hold for over 30 minutes and 11% had to call 10 or more times to get through. People reported that if you do not call as soon as lines are open then all the appointments will be gone for that day. The time people spent waiting for the phone to be answered varied from a few minutes to several hours. 69% of patients were unhappy with the time it took. Many people felt that waiting for their call to be answered was the main issue with accessing medical help. Almost half of survey respondents said that their practice offered an online consultation system such as E-Consult. 58% of those people rated their experience as very good or fairly good. Positive comments mentioned ease of use, quick response from the practice and relief at avoiding phone queues. However only 14% of people felt that using information technology had helped them access their GP. After their appointment, most respondents (61%) were happy that the health professional they saw was able to meet their needs. However 28% did not think they had seen the right person. In most cases this was when the appointment was with someone other than a GP.

The emerging themes from the staff survey include a tired, overstretched workforce that are becoming frustrated with the public’s demands and attitudes. There is a call for patient engagement to highlight the way in which triaging works and why this is necessary. However, staff also reported they had pride in how they have delivered consultations to the public and the way in which they have adapted their working practices in the fast-paced changes that the Covid-19 pandemic brought about.

As a result of the surveys, the report recommends GP surgeries should offer timed telephone appointments, consider offering different times for urgent and routine appointment booking, offer a choice of contact method of telephone, digital or in-person, especially for those with access issues, and should review the Accessible Information Standards to ensure they are being upheld for all.