Access to GP Care in Luton

Healthwatch Luton wanted to understand people's experience of getting GP appointments.  They distributed feedback cards at community events across Luton to reach a diverse audience quickly. Alongside this survey, they also carried out a side review of GP practice booking systems in Luton, to better understand how digital and telephone access routes are managed and what options patients currently have.

Feedback from 238 people across Luton shows that getting through to GP services remains a major challenge. Many described access as difficult or very difficult, and this often went hand in hand with frustration about waiting times, with almost half dissatisfied with how long it took to get an appointment. 

When patients did get an appointment, the mode of consultation shaped their experience. Telephone appointments dominated, while fewer patients were seen face-to-face. Some described moving from a telephone call to a face-to-face consultation, showing how appointment types are sometimes combined. Importantly, those who reported easier access were more likely to be seen in person, while difficult access was more often linked with telephone consultations. 

Despite these challenges, perceptions of treatment were generally positive. Two-thirds felt their treatment was helpful or very helpful, though face-to-face patients were more likely to rate it as very helpful, while telephone patients leaned toward neutral responses. 

Taken together, these findings suggest a clear picture: access barriers and waiting times remain pressing concerns, but once patients are seen, the treatments they receive are largely valued — particularly when delivered face-to-face. A side review of practice booking systems helps explain some of these challenges: most surgeries now rely on online-first forms, with fewer offering direct phone or in-person booking. This shift to digital access may contribute to the frustrations patients described when trying to secure an appointment.