Accessing GP services

Healthwatch Enfield undertook an analysis of their feedback on access to GP surgeries during Covid-19 during the period April to August 2021.  This report reflects the experiences of 390 people. Their volunteers also undertook an audit of all local GP websites. 

Compared with online, people are three times more likely to book through the phone. Having to call-in at certain times (such as 8am or 3pm) leads to congestion. Waits of several minutes (or hours) are reported and many people are cut off.  Some people have been entirely unsuccessful in making contact.

A minority of people report a ‘smooth and simple’ process to register with a GP. Issues cited include an excessive burden of proof, delays, and a lack of information.  

Accounts of administrative errors are varied, such as incorrect booking, messages not passed on, missing paperwork and out-of-date medical records. Those reporting errors say that reception staff have acted swiftly to resolve.

Many say their medication has been changed without notification or consultation. Prescriptions are not always passed to the pharmacy and delays are also reported. Those using online services for prescriptions appreciate the convenience.

A large number of callers are simply told to ‘call the next day’ if lists are full. While some people are seen promptly, a significant number are not.

 Triage for appointments by reception staff is a cause of discomfort & inconvenience. Some people with apparently good reason to see a doctor have been denied access. Those making contact by phone are sometimes advised to use the online form. While most feedback is critical, we also receive praise for supportive staff members

The convenience and versatility of online systems is valued, with varied examples given. While some people receive a prompt response after submission, others do not.

Many people have felt involved in their treatment and care, with accounts of being listened to, respected and given options. A lack of in-person appointments is reported, including for children. Interpreters have not always been provided, in one case despite ‘repeated requests’.

The website review found that the vast majority of GP surgeries are confirmed to be accepting new patients. It is not possible to register online at 20% of practices. Over three in five do not have online information about interpreters.