How people with long term or multiple conditions experience care in Rutland GP surgeries

Healthwatch Rutland undertook research to understand people’s experiences of, and expectations for, General Practice (GP) care, as there had been many recent and ongoing changes to the way primary care, especially General Practice, is structured and delivered.  Semi-structured interviews were carried out with 30 respondents who were encouraged to talk freely about their experiences and hopes for GP care.

Everyone wanted to be treated and understood as a valued individual with needs and anxieties that are unique to them; there is no such thing as ‘one size fits all’. They were frustrated at the difficulties in getting a same day appointment. Nevertheless, they were satisfied when they felt they had been ‘listened to’, reassured and cared for effectively by someone with appropriate expertise. People with poor vision experienced difficulties, sometimes exacerbated by poor lighting, in reading publications and information screens, operating check-in machines and finding entrances. Reception and pharmacy areas do not afford sufficiently private spaces for confidential communication, causing embarrassment and loss of dignity. Reordering of repeat prescriptions and obtaining medications is problematic for some. The most immediate problem when referred to a hospital was the issue of transport. Secondary to this was the suspicions of poor communications between GPs and specialists. Many people rely on family and social networks for support in managing their health and use the internet to access information about symptoms, conditions and possible treatments. Although some thought social prescribing is a good idea, they suggested it was not necessarily needed by them at this time as they were actively involved in community groups and were being well supported by partners, family members or their community.

There were 5 recommendations about continuity of care; staff training; provision of confidential areas, referrals and social prescribing.

The report contains a response from the provider outlining the action they intend to take.