Autistic people's experiences of GP services in Hertfordshire

Healthwatch Hertfordshire undertook research into autistic people and their experiences of GP services. Between May and July 2023, 137 autistic people and their parents and carers responded to their survey.

Most respondents found accessing GP Services to be very stressful, difficult and to cause great distress and anxiety, meaning some avoided it altogether or did not benefit from their appointment.

The barriers respondents commonly faced included:

- Not being able to contact the practice through a communication method suitable for them.

- Feeling dismissed or treated rudely by reception staff.

- Finding waiting areas incredibly difficult environments, which increased anxiety prior to an appointment.

- Experiencing significant anxiety from waiting itself, either on the phone or in-person, which often contributed to communication difficulties at the appointment.

- Not being supported with, or even being refused reasonable adjustments such as longer appointments, seeing a familiar clinician or a choice of appointment type.

- Experiencing a lack of kindness, patience and understanding from both clinical and non-clinical staff, meaning that respondents felt rushed, like a nuisance, or not safe to express their needs.

- A lack of awareness and knowledge of autism from clinical staff, such that respondents felt misunderstood and that the care they receive was not suitable or appropriate to their needs.

Some respondents did share examples of good experiences of GP services, where particular members of staff had been especially kind and accommodating, which made a significant difference to their experience. Others said that they had received reasonable adjustments, and that these had a positive impact on how they were able to manage making and attending an appointment.