Exploring access to GP Services in York

This is a report by Healthwatch York. The report looks at access to GPs locally.

A survey was ran to explore local experiences. This was publicised throughout March 2024, taking it out to engagement events and activities across the city.  People we asked to score their practice out of ten, and asked three simple questions; ‘What is the best thing about your GP practice?’, ‘Is there anything you are unhappy about at your GP practice? If yes, what is the main thing?’ and ‘What would make it better?’.

Thanks in large part the team of volunteers and the support of GP practices, we heard from 1,349 people from York and its immediate surroundings.

Key findings (positive)

• Friendly, caring, listening staff at every level of the organisation providing quality care
• When practices provide a range of contact options including being able to make appointments face to face, phones being answered, email, and online options that make it easy to ask for what you need
• Access to appointments when you need them including same day if needed and face to face without phone triage
• Prioritised care for children, providing reassurance to parents
• Continuity of care, seeing the same doctor who knows you
• Good communication – quick responses, getting in touch when promised, proactive and responsive
• Convenient locations making it easy for people to access care
• Providing vaccinations

Key findings (critical)

• Access and appointment issues
• Communication and administration
• Quality of Care
• Inclusivity and equality
• Mental health and emergency response
• Staff attitudes and behaviours
• Continuity of care
• Systemic issues

There are recommendations in this report.

There are no follow up actions in this report.