GP experience workshop

Healthwatch Croydon undertook research on local people's experiences of GP services. They spoke to around 100 residents, carers and professionals at a workshop held on 5 October 2016 to discuss access to appointments, customer service, referrals and alternatives to GP care.

Access to appointments was the most common concern. Participants reported long waits on the telephone, difficulties booking appointments online, waits of two to three weeks for routine appointments and challenges seeing a preferred GP. While some people praised online booking, email contact and electronic prescriptions, others felt booking systems were too limited and that technology could disadvantage older people and those less confident using digital services. Continuity of care was important to many participants, particularly for ongoing or sensitive health issues. 

Feedback on customer service was mixed. While some people reported positive experiences, concerns were raised about some reception staff being unhelpful, abrupt or lacking appropriate training for triage. Many participants were uncomfortable sharing symptoms with receptionists and felt they should have only a limited role in deciding who should receive appointments. There were also concerns about poor communication between GPs, hospitals and social care services, lengthy referral processes and a lack of joined-up care. 

Participants were generally positive about local pharmacies and NHS 111 but felt public awareness of alternatives to GP services remained low. They called for better signposting, clearer information about available services and greater promotion of options such as pharmacies, walk-in centres and NHS 111. The workshop concluded that improving access, communication, continuity of care and public understanding of local services were key priorities for improving the patient experience.