Accessing GP services: evaluating phone, videos and face-to-face appointments in Haringey

Healthwatch Haringey wanted to learn more about patients access to GP services through phone, video and face-to-face appointments. They used a range of methods to collect this feedback. They interviewed PPG members, GPs and Practice Managers, reviewed feedback from the Haringey Over 50s Forum as well as reviewing Haringey's most vulnerable service users report and the GP surgery mystery shopping report. 

Healthwatch Haringey found that the changes have been positive for some patients and practice staff as some patients found telephone consultations convenient and efficient and practice staff found telephone consultations easier to manage. However, there has been a negative impact on some patients in the move away from face-to-face consultations. Most patients expressed a concern about this, either for themselves or for other patients who experience language barriers, mental health issues, multiple illnesses or some disabilities. Healthwatch Haringey also found that for those patients who do not have access to a device and/or access to the internet at home, and who are therefore digitally excluded, accessing primary care services and GPs has proved especially challenging. 

Healthwatch Haringey recommended that telephone queuing systems should indicate position in the queue and recepetion staff not being required to take detailed information about symptoms before booking appointments. Recommendations on face-to-face consultations and eConsult were also made.