Accessing GP services: views from Broxbourne patients

Healthwatch Hertfordshire was commissioned by the Hertfordshire and West Essex ICB to explore access to GP services in the Broxbourne area.  They undertook a survey to which 119 people responded.

Residents registered with a GP practice in the Borough of Broxbourne tend to find it very difficult to access their GP practice – whether this be for an appointment, general support or other requests such as prescriptions and test results. The majority of respondents noted having a negative experience when trying to access their GP and in turn, this has impacted their confidence in their GP practice to give them the support they need.

This is supported by how almost two thirds of respondents have avoided accessing their GP practice in the last 12 months, even if they are in significant pain or discomfort. Again, this is primarily because respondents find it too difficult to get in contact with their GP practice and assume that no appointments or support will be made available to them, despite their condition or the severity of their symptoms.

In terms of what would improve their experience, the most common answer was to enable additional access routes for getting through to their GP practice, including the use of online services and visiting the GP practice in person. Other examples included improving telephone systems, providing more appointments, offering more choice, and better quality of care from both reception staff and healthcare professionals.

Respondents tended to use online services, however many noted that the functions are limited or inaccessible, preventing respondents from using online services to either book an appointment, access medical records and test results or make simple requests such as a repeat prescription.

Despite the concerning findings raised in this report, it is almost important to note that some respondents have had very positive experiences and praised the continued support their GP practice has provided. Best practice and learning from these particular GP practices should be shared with others not only in this district, but across the county.

The report contains 17 recommendations about improving access to GPs, booking appointments, a choice of appointments and listening to patients.