Access to General Practice services in Barnsley

Healthwatch Barnsley undertook a survey about access to GP services to explore people’s opinions and feelings.  345 people responded.

Whilst for some people the experiences of care from their GP service have continued to be positive, most felt it was challenging to access GP services.

Delays in answering the telephone and the period of time from booking an appointment to receiving treatment were the main concerns raised by patients. Whilst 86% of patients were able to book an appointment, patients indicated that they were unable to do so as they:

• associated this service with a visit to the practice to see their GP in person.
• felt it is not possible to provide a robust diagnosis and treatment plan by telephone, as it is difficult to observe body language and other non-verbal signs.
• No longer had freedom of choice (method of contact, type of appointment and which healthcare professional treated them).

The ability to book appointments online or via an Application (App) had been removed by some practices and at one practice only being able to book appointments once per week. It is felt that this creates a bottleneck at 8am, when telephone lines and / or surgeries open, and that this is the only way to make an appointment regardless of whether it is urgent or routine. Likewise, the triage process created unnecessary anxiety and stress for some patients.

Video and telephone (remote) consultations suited some people and definitely had a place for those who are confident with using technology or are just waiting advice or medication for a reoccurring problem. This did not work so well for the older generation (e.g., with long-term health conditions, disabilities), patients with mental health problems and people without access to the internet. Patients weren’t sure when their GP, or other healthcare professional, would call back as a specific time was not allocated for their appointment. This was particularly problematic for those who have school runs and are working.

Patients found the triage process confusing as it resulted in the need for multiple interactions to get the care that they needed. As a result, they felt they were no longer offered the freedom of choice. Patients reported that they struggled to get appointments for regular health check-ups, treatments and medication reviews. As a result, they were unable to get the medication and treatment that they needed to manage their condition.

Poor communication about changes to GP services in response to Covid-19, and how they are delivered has made it harder for people to access care.