GP access/method of access March 2023

Healthwatch South Tyneside commissioned MMC Research and Marketing Ltd to survey residents of South Tyneside and follow up with a series of focus groups. The aim was to develop an understanding of how easy or difficult it is to access GP services in the region and residents’ experience of waiting times. The research also set out to evaluate how the legacy of COVID-19 is impacting care (particularly in terms of face to face vs virtual appointments) and to understand how waiting times for different procedures are impacting patients and identify whether other healthcare support is offered in the interim. They spoke to 181 people via a survey and a focus group.

Most respondents in the quantitative survey attended the GP every three to 12 months. Qualitative participants all had recent experiences of making appointments with their GPs.

Fewer than a third of patients rated their GP practice as excellent. Over half said they received a fair service, and 14% had had a poor experience with their GP.

Telephone was the contact channel of choice for the majority of participants. It was perceived as the only - or most successful - method of making an appointment, requesting a repeat prescription, or checking on test results.  People had a long list of frustrations with phoning the surgery including long pre recorded messages and long queue times.

Connected to the challenges of getting an appointment, the biggest issue identified with GP experience was the service received from receptionists. Many participants had examples of GP staff lacking in empathy, not listening to patients’ concerns, and even rudeness.

Many participants wanted continuity of care. Whilst there was an appreciation that the world has changed, and with so many locum and part time GPs this isn’t often possible, it remains a frustration.

Telephone appointments were most likely to be offered. Just over three-quarters said their GP offers in-person appointments.

There was some evidence in the focus groups that more people are turning to private healthcare or using 111 or A&E when they can’t get a convenient GP appointment.

A further alternative to regular GP appointments is to use the pharmacy for minor issues or repeat prescriptions. There was a feeling that many patients don’t know the number of services that pharmacies offer and that this should be better communicated.

Participants did appreciate that COVID continues to impact the NHS and did accept the need to continue to limit the number of face to face appointments, but patience for the reduced level of service is quickly wearing out. Some felt that the GP surgeries have stopped most other COVID protocols e.g. wearing masks, plastic screens etc, and therefore were expecting waiting times, appointment availability and service levels to improve as well.

The common thread linking all experiences was the importance of communication. Unless it is a particularly urgent, or a painful problem, patients are willing to wait for treatment as long as they are kept up to date.

The report contains five recommendations on training reception staff, supporting patients to use apps, better telephone access, providing more choice over appointment types and better information.