Accessing GP services

Healthwatch Enfield analysed feedback from 390 people it received about access to GPs from April to August 2021.   we collected the feedback of 390 local people.

People were three times more likely to book appointments through the phone than online. 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’ registration process. Issues cited include an excessive burden of proof, delays, and a lack of information.

Accounts of admin errors are varied, such as incorrect booking, messages not passed on, missing paperwork and out-of-date medical records.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 & versatility of online systems is valued. While some people receive a prompt response after submission, others do not.

While feedback is mixed, we receive accounts of staff ending calls prematurely. On booking, receiving test results, referrals and hospital follow-up support, mixed reviews are given.

A lack of in-person appointments is reported, including for children. Interpreters have not always been provided, in one case despite ‘repeated requests’.

In July 2021 Healthwatch Enfield volunteers conducted an accessibility review of the borough’s GP practices. They found that the vast majority 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. While 80% had a Patient Participation Group, it was unclear how active they may be.