Accessing GP Services: Stort Valley & Villages Locality 2014

Healthwatch Hertfordshire undertook research on access to GPs in the Stort Valley and Villages area in response to public feedback.  They undertook a survey and focus groups, reaching 838 patients.

• Appointment booking systems are considered to be confusing and inflexible from the patient’s perspective.
• Most people wanted an appointment at an agreed time in the near future, however often bypassed the system by asking for urgent same day appointments or using ‘sit and wait’ inappropriately, because they could not get a convenient advance appointment.
• The most popular method for booking an appointment was over the phone; but many people told us they go to the surgery in person because of difficulties getting through on the phone. This raised concerns about those who are unable to get to the surgery in person because of difficulties.
• If people cannot get an appointment within the time frame they ask, they are more likely not to see or speak to anyone than seek services outside their Practice.
• Low usage of online booking with many reporting that systems are not user-friendly. This was true of all age groups.
• The majority of people we surveyed said they like to see a particular doctor. Most stated reasons such as the GP’s manner rather than continuity. He or she ‘listens to me’ was the most cited reason for preferring to see a particular GP.
• The research highlighted the importance of the reception team for the patient experience, with feedback in general being positive.
• For each Practice, Healthwatch findings supported the findings of the IPSOS MORI GP Patient Survey (July 2014) conducted twice yearly on behalf of NHS England.