GP access report

During August and September 2022 in partnership with the North East and North Cumbria Integrated Care Board (ICB), Healthwatch Sunderland designed and launched a survey to gather people’s experiences of accessing their GP practice. The survey received 1261 responses.  They also interviewed 14 GP practice managers from across the city.

Across the city half of the survey respondents were either very satisfied or satisfied with the length of time they wait for their call to be answered and most patients gained an appointment within a week. Overall highest levels of satisfaction for booking appointments were in the Coalfields and Washington and lowest levels in the North. Most patients citywide booked their appointments via the telephone (84%), with the highest numbers in the Coalfields, East, and Washington PCNs. Of those who book their appointments on-line most patients are from the North and the lowest number in the Coalfields PCN.

Common issues reported when booking appointments were; long telephone queues, patients being asked to call at 8am, the lack of booking for future appointments, lack of on-line booking facility and lack of face-to-face appointments with doctors.

Most patients were positive about doctors, nurses and receptionists within the practices and used complimentary comments when describing them. Patients commented that they provide high levels of patient care and professionalism and acknowledged the pressures practices were currently facing.

Across the City an overwhelming majority (84%) of respondents were either very satisfied or satisfied with the prescription service at their GP practice.

Around half of the survey respondents citywide had heard of the Extended Access service and one third had used it, with highest levels of usage in the North PCN. Levels of satisfaction from patients who had used the service were high, with 72% of respondents rating it either excellent or good. Highest levels of satisfaction were in the Coalfields PCN. Bookings to the Extended Access Service were, in the main, booked via the GP practices except the Coalfields PCN where most patients (48%) booked via 111.

The main challenges highlighted by Practice Managers were lack of resources (staffing, funds and physical space), increase in demand, lack of patient knowledge around self-care and lack of understanding by patients of what services are available within primary care.