GP Access Report 2022

Healthwatch North Northamptonshire and Healthwatch West Northamptonshire wanted to find out about people’s experience of accessing GPs.  They undertook a survey and analysed their existing feedback.  Altogether they heard from 319 people.

Nearly two-thirds of respondents  made an appointment by telephone.  Over two in five said it was ‘very difficult’ to get an appointment and only 35% got a same day appointment. Over two thirds of respondents preferred a face-to-face appointment.

Concerns regarding GP appointments included: not being able to secure an appointment with the person requested, no appointments available, being advised to visit A&E instead of getting an appointment, not being listened to by receptionists, difficulty getting through on the telephone and an inefficient and inadequate telephone system to book appointments.

Nearly seven in ten respondents told us they booked an appointment with the practitioner they wanted to see. The majority of people said they saw a GP, but several people saw a nurse practitioner. People were concerned that seeing a GP unknown to them would affect their continuity of care, due to the GP not being fully aware of their health conditions. Improvements to GP services

The improvements people wanted to see included: not having such a long wait when telephoning for an appointment; more face-to-face GP appointments, the facility to book online, better support for those with long-term conditions in securing appointments and facilities for wheelchair users.

There were concerns about medication prescribed over the phone, long delays to access prescriptions from the chemists and concerns over prescribing nurses lack of knowledge. Lack of empathy People were concerned over the lack of compassion by GPs, feeling rushed during appointments and coming away feeling underwhelmed by the lack of support.

Older and vulnerable patients, with a lack of support, felt their experience would be better if they could see the GP face-to-face, rather than having telephone consultations. They wanted surgeries to develop a better understanding of older people’s lack of confidence in booking appointments online was mentioned. ·

There were issues for people being able to register at their practice of choice and confusion over proof of ID documents required for registration, in line with guidance.

People described growth and expansion in various areas, but without the additional GP surgeries to accommodate this.

People felt that the pandemic was being used as an excuse to avoid face to face appointments and the repercussions have been evident beyond the pandemic.

Only 56% of respondents were aware of their PPG. Despite individuals trying to join PPGs, there has been a lack of interest in some surgeries. Some people mentioned that practice managers do not listen to issues that are raised.

There is a sense that due to poor GP service, being unwell is a frightening experience. People are disheartened with the experience and do not attempt to contact their GP due to the hassle.

The report contains five recommendations about improving GP services, including telephone lines; booking appointments, continuity of care and improving PPGs.