Exploring patient understanding and experiences of their Doctor's Surgeries

Healthwatch Norfolk noticed a rise in the number of patients dissatisfied with their experiences at doctors’ surgeries. Patients were unhappy with waiting times, unsure of the triaging processes, and general negativity with access and the services offered to them. They decided to carry out targeted engagement at doctors’ surgeries throughout Summer 2022 (May to August) to find out more. They visited 50 different sites for this work and received feedback from 516 patients.

Nearly half (46%) of respondents rated their experience of booking appointments as five out of five. Across doctors’ surgeries, there was a wide range of average rating for booking appointments. For surgeries where they received more than five surveys, this varied from an average of 1.8 to an average of 5.0 out of five.

Over half (54%) of respondents rated their overall experience with their doctors’ surgery as five out of five. Again, there was a wide range of average ratings across surgeries. For surgeries where Healthwatch received more than five surveys, this varied from an average of 2.9 to an average of 5.0 out of five.

Factors which contributed to positive experiences included it being easy to get through on the phone, ability to book appointments in their preferred method and with the health professional wanted and feeling well looked after by the surgery and treated well by all staff.

Factors which contributed to negative experiences included long waits on the telephone, restrictions as to how appointments could be booked, it being hard to get an appointment in the format wanted and with the clinician wanted, feeling overlooked by the surgery

The report contains five recommendations about phone systems, sharing best practice, GPs and communicating with patients