Access to General Practice

Healthwatch Southend responded to local and national criticism of general practice by examining data about the number of appointments with GPs and the type of appointment.  Their research showed that despite messages in the media to the contrary

• The number of face-to-face appointments booked with a GP increased from 9125 in May 2021 to 21570 in October 2021 – an increase of 236% - whilst the number of phone consultations has fallen by 9%
• GP appointments on the same day of booking have increased in the same period by 6%
• Despite the calls for face-to-face appointments, 506 patients failed to attend their appointment with a GP in October 2021

At the same time, they looked at the latest GP Patient Survey results which showed high levels of satisfaction with general practice in Southend (80% rated their experience as good or very good).

• Positive experience of making an appointment and getting through on the phone stood at only 60%, leaving 40% of patients who were not satisfied
• 79% of patients said that they were satisfied with the appointment offered
• When patients did not get an appointment, only 7% of respondents went to A&E

Of more concern were the lower levels of satisfaction described by patients with certain health problems eg mental health or those diagnosed/treated for cancer.  Healthwatch Southend compared NHS Southend with NHS Bury CCG (a recognised comparator CCG) for this aspect of the Survey;  patients in Bury reported higher levels of satisfaction despite having similar populations.

Healthwatch Southend made a number of recommendations as a result.