GP Access project

Healthwatch Southwark undertook research on people’s experiences of accessing GP services in Southwark since the lifting of the Covid-19 lockdown restrictions in July 2021. The survey was conducted between 30^th July and 31^st August 2021, and 29 websites of GP surgeries in Southwark were audited between 19^th July and 16^th August 2021.

Respondents of the survey reported difficulties with the appointment booking process, a lack of available appointments, and long wait times, particularly for face-to-face and video appointments. A majority of respondents also described booking an appointment online as either difficult or very difficult. People also reported they found phone appointments to be impersonal. Incidences of staff rudeness and a lack of staff continuity were also reported. People generally were in favour of having multiple ways to access their GPs but felt processes were currently disjointed.

The website audit revealed 86% of GP surgeries offered options to book appointments online, however there were only a limited number of available extended hour appointments with only 52% of websites offering information on this. Opportunities to cancel appointments were limited with only 45% of websites having an option to do this. For 28% of websites, it was unclear whether it was possible to cancel appointments online. GP websites also lacked clear information on how to book face-to-face appointments with only 25% offering guidance. Just over half of the websites did not have information on self-referral services. For 84% of websites, it was unclear whether an interpreter could be accessed. While 92% of sites featured an Accessibility Statement, not all sites offered translation and BSL interpreting.

As a result of the survey findings, the report recommends increasing the amount of available GP appointments, implementing better booking systems, giving patients the option to book face-to-face appointments, and making booking appointments online easier. Other recommendations include making it possible to share as much information as possible with the relevant staff member before an appointment, offering mental health services at GP surgeries, and increasing understanding and knowledge about patients with multiple long-term conditions and disabilities.

The survey results will be shared with local stakeholders and partners to find ways to fulfil the recommendations and to identify areas of improvement.