Accessing GP services: views from Hertfordshire parents and carers

Healthwatch Hertfordshire was commissioned by the Hertfordshire and West Essex ICB to explore parents’ and carers’ experiences of accessing a GP for their children.  They undertook surveys of parents and carers to which 231 people responded and a survey of children and young people to which 10 people responded..

The majority of parents and carers are struggling to access GP services for their child or the young person they care for. Access is particularly difficult via telephone, with many parents and carers spending hours trying to get an appointment for their child or the young person they care for, only to be told there are no appointments available, even weeks in advance.

Choice, especially in the type of appointment offered, is a priority for parents and carers. The findings highlight clear cases in which the child or young person should have been given this choice when making the appointment, whether that be due to their age, condition(s) or the severity of their symptoms. Babies and young children, and those with complex needs, disabilities, long-term conditions or mental ill health are at greater risk with reports of misdiagnosis, poor quality of care, or the parent or carer having to take their child or the young person they care for elsewhere to get the medical attention they need. This emphasises the importance of the concerns of the parent or carer being listened to, so the needs of the child or young person can be addressed.

Difficulties in contacting the GP practice and previous poor experiences with reception staff and/or healthcare professionals is encouraging parents and carers to avoid accessing GP services entirely for their child or the young person they care for. Instead, parents and carers are opting to visit an Urgent Care Centre or A&E – often because this route is easier to access rather than being the preferred option– or even paying for a private GP in efforts to get the support their child or the young person they care for requires.

Parents and carers also want online services to be utilised further, with the ability to book appointments online seen as essential for many. Surprisingly, many parents and carers are not aware that they can use online services for their child or the young person they care for, and most would access this if made available to them.

It is important to recognise that the challenges faced by GP practices across the county are significant. However, it is evident that most of the improvements parents and carers want to see are about the process of making an appointment, and easier access to their GP practice, rather than improving the quality of care their child or the young person they care for received. It is clear that some systems currently in place are not designed to meet patient needs and the adoption of improved systems was seen very positively by respondents.

The report contains 17 recommendations about online access, booking appointments, choice and respect.