Accessing GP services

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Summary of report content

Healthwatch Enfield undertook an analysis of their feedback on access to GP surgeries during Covid-19 during the period April to August 2021.  This report reflects the experiences of 390 people. Their volunteers also undertook an audit of all local GP websites. 

Compared with online, people are three times more likely to book through the phone. Having to call-in at certain times (such as 8am or 3pm) leads to congestion. Waits of several minutes (or hours) are reported and many people are cut off.  Some people have been entirely unsuccessful in making contact.

A minority of people report a ‘smooth and simple’ process to register with a GP. Issues cited include an excessive burden of proof, delays, and a lack of information.  

Accounts of administrative errors are varied, such as incorrect booking, messages not passed on, missing paperwork and out-of-date medical records. Those reporting errors say that reception staff have acted swiftly to resolve.

Many say their medication has been changed without notification or consultation. Prescriptions are not always passed to the pharmacy and delays are also reported. Those using online services for prescriptions appreciate the convenience.

A large number of callers are simply told to ‘call the next day’ if lists are full. While some people are seen promptly, a significant number are not.

 Triage for appointments by reception staff is a cause of discomfort & inconvenience. Some people with apparently good reason to see a doctor have been denied access. Those making contact by phone are sometimes advised to use the online form. While most feedback is critical, we also receive praise for supportive staff members

The convenience and versatility of online systems is valued, with varied examples given. While some people receive a prompt response after submission, others do not.

Many people have felt involved in their treatment and care, with accounts of being listened to, respected and given options. A lack of in-person appointments is reported, including for children. Interpreters have not always been provided, in one case despite ‘repeated requests’.

The website review found that the vast majority of GP surgeries are confirmed to be accepting new patients. It is not possible to register online at 20% of practices. Over three in five do not have online information about interpreters.

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General details

Local Healthwatch
Healthwatch Enfield
Publication date
Date evidence capture began
Date evidence capture finished
Key themes
Access to services
Administration (records, letters, results)
Booking appointments
Communication with patients; treatment explanation; verbal advice
Remote appointments and digital services
Health inequality
Written information, guidance and publicity
Accessibility and reasonable adjustments
Public consultation and engagement
Caring, kindness, respect and dignity
Service organisation, delivery, change and closure
Waiting times- punctuality and queuing on arrival
Waiting for appointments or treatment; waiting lists for treatment

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Observation (eg Enter and View)
General feedback
If an Enter and View methodology was applied, was the visit announced or unannounced?
N/A

Details of health and care services included in the report

Details of health and care services included in the report
General Practice (GP)

Details of people who shared their views

Number of people who shared their views
390
Age group
Not known
Gender
Not known
Is the gender identity of people in the report the same as the sex they were assigned at birth?
Not known
Sexual orientation
Not known
Does this report feature carers?
Not known
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