Accessing GP Services in Harlow and Uttlesford, West Essex

This report is by Healthwatch Essex and looks at GP access in the local area.

Three methods were used within the project, a survey, interviews, and case studies.

A mixed set of experiences were found with some happy with their GP but others concerned about long waiting times, access only via telephone and GPs not following what patients wanted.

There are recommendations in this report.

Difficulties with the booking system:

• Greater flexibility regarding accessing appointments - not restricting the time when patients can phone for one. 
• Being aware that not everyone has access/skills to use digital formats.
• Easier ability to book future appointments for medicine reviews, blood tests, routine screening etc. 

Lack of available/prompt/appropriate appointments:

• Improved triage systems so patients are directed to the right clinician for their needs the first time. 
• Expand opening hours to offer more flexibility for patients who work/have caring responsibilities etc. 
• Increase the diversity of clinical skills for available staff in practices. 
• GP Care Advisor roles in each practice who can assist with non-medical issues-benefit advice, basic memory assessments, referrals to other agencies etc.

Dissatisfaction with the quality of service offered:

• Improved training for frontline reception staff-communication skills, awareness of various conditions-autism, dementia, mental health, stroke, trauma etc. 
• Making sure future services meet the needs of the expanding population.
• Increasing the number of face-to-face appointments available.

There are no follow up actions in this report.