GP access: experiences of the Hillingdon Community
Download (PDF 1.06 MB)Summary of report content
Healthwatch Hillingdon explored community experiences of accessing GP services in Hillingdon, highlighting key barriers and opportunities to improve patient access and satisfaction. Through a mixed-methods approach combining a borough-wide survey with targeted community engagement, the findings reflect the voices of over 270 residents, with a focus on seldom-heard groups known to be at a higher risk of health inequalities and discrimination including people with disabilities, asylum seekers, and unpaid carers.
Key findings
Satisfaction and Access: While many respondents were satisfied with clinical care, significant challenges remain around booking appointments and interactions with reception staff. The first point of contact often poses a significant barrier, affecting overall patient satisfaction and trust in GP services.
Digital Services: Across all age groups, respondents reported substantial difficulties with online systems, which were consistently described as confusing, complex, and not user-friendly. These issues were particularly acute for working-age individuals and those with accessibility needs, such as visual or hearing impairments or lower digital literacy.
Awareness of Primary Care Roles: A widespread lack of understanding about the roles of wider healthcare professionals beyond GPs was evident. Many patients remain unclear about when and how they should seek care from other professionals, limiting the effectiveness of multidisciplinary approaches.
Continuity of Care: Patients reported ongoing frustrations due to inconsistent care, inadequate follow-up procedures, and reliance on locum doctors unfamiliar with their medical histories. This particularly affects patients with complex or long-term health conditions.
Barriers for Vulnerable Groups: Asylum seekers and other vulnerable populations face compounded barriers, including language challenges, limited interpreter support, digital exclusion, and difficulties transitioning from specialist services to mainstream GP care.