GPs: All booked up?
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Healthwatch Kent carried out a survey regarding peoples experiences of making a GP appointment, how effective the triage system is when booking an urgent appointment and how they could support people to understand what other services are available. They also visited three surgeries (Park Farm surgery in Folkestone, Oaklands Surgery in Hythe and Balmoral Practice in Deal) and surveyed 126 people in total.
Summary:
The majority booked by phone (79%).
Less than 1% of patients were using the online booking service. But 25% of them said they would prefer to book online.
90% of patients we spoke to wanted to be seen on the same day for an urgent issue.
52% said that they thought telephone triage was good and usually enabled them to get the appointment they needed.
51% of people felt it was important for them to see their regular GP for the sake of continuity or better understanding. Many were willing to wait longer for this, particularly in cases of ongoing conditions or more personal issues.
89% said they were willing to be seen by a skilled professional other than a GP if necessary. If all appointments were full, patients were more than twice as likely to wait for an appointment than to call 111, go to the pharmacy or visit a Walk-In/Minor Injuries Unit for an urgent appointment. However, if the practice was closed, patients were most likely to call 111 or go to A&E, depending on the issue.
80% of patients felt that their appointment was long enough to raise the issues they needed. 15% had requested a double appointment and some people were unaware they could request extra time.
15% of people had requested and been given home visits, 5 had been refused.
Very few patients we spoke to (only 8) reported that they had missed appointments. This was sometimes because they had forgotten but often because of illness, transport or childcare.
76% of patients were satisfied with the appointment system
74% of those people needing an urgent appointment were seen on the same day.
Numerous recommendations were made as as result of this survey. No response was provided by the commissioners