Experiences of GP Practices in Tameside, February 2025

This report details the ficndings of Healthwatch Tameside's research into GP practices in Tameside. The team undertook this work following feedback from local residents at outreach events, who reported difficulties accessing GP appointments—especially through online booking systems. The aim was to assess how widespread these access issues were and identify areas for improvement. The report is based on 220 responses ollected between October 2023 and February 2024, through online, paper, phone, and QR code submissions.

Key findings:

•  The most significant concern was difficulty in booking appointments, particularly via phone and online platforms. 68% secured appointments within a week, but others faced waits of up to three weeks or more.
• Phone access was the preferred method, though commonly cited as frustrating due to long queues and unanswered calls. Online booking had mixed reviews and often failed during peak times.
• Older people and those with disabilities struggled with digital platforms, reinforcing the need for more accessible systems.
• While many praised GP staff, receptionist attitudes were divisive. 88% of communication feedback was positive, but some experienced poor communication.
• Respondents preferred in-person consultations but often had no choice but to accept phone appointments.
• Patients desired to see the same GP consistently and have more time to discuss complex health issues.

Key recommendations:

1. Review compliance with the Accessible Information Standard across GP practices.
2. Share plans to improve continuity of care.
3. Improve phone and online access to GP services.
4. Review and reinforce Patient Participation Groups to improve patient voice.

Findings and recommendations have been shared with relevant bodies, including the Greater Manchester Integrated Care Partnership, NHS GP Contract Managers, and local GP practices.