Accessing GP services in Wigan and Leigh
Download (PDF 1.22 MB)Summary of report content
Healthwatch Wigan and Leigh engaged with over 300 residents to hear how their General Practices (GPs) were continuing to interact with them as we move away from the main phase of the pandemic.
- Their findings show that not one system fits all for patients when trying to contact their GP to access health care.
- Many patients expressed that the ‘only’ way to get an appointment was to use the online applications and at times felt forced to do this even though they had purposefully rung the surgery because they wanted to speak with a receptionist.
- There are some groups of patients that simply cannot use digital platforms. This left them feeling vulnerable, exasperated and heavily reliant on others to help them to get an appointment.
- There is a huge disparity in how the different practices are working which affects the service user in terms of what choices and options they are being given.
The report contains recommendations for GP practices to ensure the information on the website is correct and up-to-date; invest in phone systems to ensure it is effective for the patients and remain an alternative for those that are unable to use digital options; for online appointments to have capacity for patient requirements; and staff are aware to be empathetic to patient worries and concerns.