Access to GP services

Healthwatch York decided to look into concerns accessing GP services which were identified through feedback, comments and concerns from members of the public, and Healthwatch England’s report about Primary Care in March 2015.

Healthwatch York held group discussions with key stakeholders and volunteers at the Healthwatch York Assembly in April 2015 to focus on what they should do and who can help. The team continued to gather feedback on the issue via email, letters, phone or in person. They also held workshops at the Healthwatch York Annual meeting in July 2015 to discuss key issues raised. The York Racial Equality Network (YREN) Open forum was also attended in April 2016 to discuss together the key objective and aims that both the YREN and Healthwatch have in regards to this report, especially changes that can be achieved to make health services more appropriate and accessible to Black and Minority Ethnic (BME) residents. Conversations also took place with York Association for the Care and Resettlement of Offenders (YACRO) and Citizens Advice York about how best to gather more feedback and deliver results.

The report gives detailed findings with both qualitative and quantitative data from all the meetings, discussions, questionnaires and other methodology in the process of the project from early 2015 to May 2016.

• The meeting at the Healthwatch York’s Assembly highlighted concerns about difficulties making GP appointments, staff lacking awareness of the needs of patients with autism, visual impairments, hearing impairments and other conditions, and lack of information about GP services, in particular the GP Out-Of-Hours service, how it works and its role at York Hospital.

• The Healthwatch York Feedback Centre brought attention to issues such as making appointments, the impact of mergers and federations, physical access to GP surgeries and privacy at reception desks. A few examples of good practice at several surgeries is also included in the report. Lack of awareness of options around interpretation was an issue for members of the Black and Minority Ethnic (BME) community and Deaf people.

• Workshops held at Healthwatch York’s Annual meeting focussed on problems people are facing with appointments at GPs such as suitable times, long wait on phone, issues booking online etc. People also voiced their concerns about “messy” mergers that proved to be inconvenient for elderly and frail patients. Not knowing what PPGs can do and transport accessibility were also brought up as issues.

• The online survey results showed the problems/barriers faced in getting GP general and urgent appointments, staff attitudes and accessibility for people with disabilities, how well the surgery performs overall and the effectiveness of the PPG. Getting to see the doctor of their choice was an issue for almost half of the respondents to the Easy Read survey.

• The findings from the young inspectors showed that the parents usually make appointments for their 13-18 year olds and consequently they didn’t feel that involved, but they emphasised that GP staff should get training in some areas that are prevalent in that age groups such as ADHD and self-harm. The young people talked about what they would and wouldn’t like to have in their surgeries.

The report includes recommendations from Healthwatch York to NHS England, Vale of York CCG, GP practices in York, Property Physical Access Committee and to the City of York Health and Wellbeing Board.

There is no response included in the report.