Access to GP-led services across Wiltshire

Healthwatch Wiltshire undertook research on changes to access to GP services as a result of the Covid-19 pandemic.  They ran a survey for staff working at GP surgeries and for the public.  Altogether 622 people responded.

Overall, Wiltshire patients gave mixed responses, with the majority feeling satisfied that they had reasonable access to their GP practice, a lot of effort was being made under difficult circumstances and many praised staff attitudes. Key concerns included the availability of appointments, difficulty contacting practices, online GP services and digital confidence, triaging, and barriers to access.

The themes from the GP staff survey include a tired, overstretched workforce that are becoming frustrated with the public’s demands and attitudes. There is a call for patient engagement to highlight the way in which triaging works and why this is necessary. But what is most striking is the pride the staff have with how they have delivered consultations to the public and the way in which they have adapted their working practices in the fast paced changes that the Covid-19 pandemic brought about.

The report has 5 recommendations about face to face appointments, better telephone handling systems, more specific time slots for virtual consultations and training for practice staff and GPs.