GP project report
Download (PDF 1.01 MB)Summary of report content
Healthwatch Richmond upon Thames wanted to understand the experiences of people using General Practice. They undertook focus groups and engagement, reaching 107 people.
Flexibility is important to patients in all aspects of their care. It is particularly important in relation to the systems for booking appointments and obtaining access to GPs. These issues account for most of the frustration and dissatisfaction expressed by patients.
Collaboration between the GP and the patient matters. It gives patients a feeling of being involved in their care and the ability to make informed choices about their treatment.
Some participants expressed a wish to work in partnership with GPs to help improve services.
Signposting. There is a need for greater awareness amongst GPs and practice staff of the sources of information and support available to patients. Patients want to be signposted to additional support in the community.
Gatekeepers. Receptionists play the most important role for getting appointments and are perceived as ‘gatekeepers’ by patients.