What we've heard about remote consultations and the drivers of frustration in GP access

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Summary of report content

Healthwatch Surrey reviewed over 200 stories about people’s experiences of remote consultations that were shared with them between June 2020 and March 2021. - 58% related to GP services - 28% related to hospitals - A small number each from a wide range of other service types, including clinics, dentists and mental health services.

They heard broadly equal numbers of positive, neutral and negative experiences during this time.  The report explores factors in positive and negative experiences of remote appointments, problems accessing GP appointment, including total triage.

The report includes four recommendations.

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General details

Local Healthwatch
Healthwatch Surrey
Publication date
Date evidence capture began
Date evidence capture finished
Key themes
Access to services
Administration (records, letters, results)
Booking appointments
Remote appointments and digital services
Health inequality
Service organisation, delivery, change and closure

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
General feedback
If an Enter and View methodology was applied, was the visit announced or unannounced?
N/A

Details of health and care services included in the report

Details of health and care services included in the report
General Practice (GP)
Inpatient care/General inpatients

Details of people who shared their views

Number of people who shared their views
200
Age group
Not known
Gender
Not known
Is the gender identity of people in the report the same as the sex they were assigned at birth?
Not known
Sexual orientation
Not known
Does this report feature carers?
Not known
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