GP practices in Suffolk: a summary of patient feedback - March 2018 to March 2019

Healthwatch Suffolk undertook research on patient experiences of GP practices across Suffolk. They analysed 2,619 comments and ratings collected between March 2018 and March 2019 from the Healthwatch Suffolk Feedback Centre and NHS website, covering 77 GP services across Ipswich and East Suffolk, West Suffolk, and Great Yarmouth and Waveney. Overall, people rated Suffolk GP practices 3.96 out of 5 stars, with 59% of comments positive, 23% negative and 18% mixed. 

Access to appointments was the most common issue raised. While many people reported being able to obtain same-day appointments and praised responsive services, there were 1,546 references to appointment access, with frequent concerns about difficulty getting through on the telephone, long waits for routine appointments, challenges seeing a preferred GP and limited appointment availability. Feedback suggested these issues were particularly pronounced in Great Yarmouth and Waveney. Patients were generally more positive once they had secured an appointment, with treatment quality and clinical care receiving consistently favourable feedback. 

Staff were frequently praised, particularly nurses, who were commonly described as caring, supportive and thorough. Most comments about GPs were also positive, although some patients felt their concerns were not always listened to or that they were rushed during consultations. Reception staff attracted mixed feedback, with many praised for being helpful and supportive but others criticised for poor attitudes or asking too many questions when using care navigation systems. Mental health support emerged as an area of concern, with respondents reporting inconsistent experiences, long waits for specialist services and a perceived over-reliance on medication. 

Healthwatch Suffolk concluded that patient experiences were generally positive but that there was too much variation between practices. It highlighted the need to improve appointment access, telephone systems, communication about care navigation, consistency of mental health support and understanding of the needs of LGBTQ+ patients. The report also recommended greater use of digital tools alongside traditional access routes, better promotion of alternative services and continued efforts to improve patient experience across primary care.