Improving access to GPs in Wolverhampton: An evaluation of phone and website booking systems
Download (PDF 1.42 MB)Summary of report content
Healthwatch Wolverhampton undertook research on GPs, as it is the greatest area of concern to local people. The Health Scruitiny Board asked them to focus on access to GP appoitnments and services via GP practice websites. They undertook mystery shopping and a survey of the public about GP websites.
Nearly two thirds said they prefer to book a GP appointment over the phone despite knowing they may have to wait a long time to get through to someone. •
The average time for calls to be picked up had improved for half of the PCNs but worsened for the other half. •
In four PCNs there have been improvements in the number of practices with a call waiting system.
In four PCNs there have been improvements in the breadth and range of organisations that people are signposted to, particularly to pharmacies and cross organisational booking systems.
In five PCNs there has been an improvement in the variety of appointment types offered, particularly home visits.
Practices do not seem to understand the importance of PPGs. In four PCNs at least one practice said they don’t have or don’t know if they have a PPG. Several practices said they did not know when the last PPG was held or that it has been a long time since the last group was held.
Half of people who shared their thoughts about online booking systems said they cannot book a GP appointment online via their practice website, and the majority of people said they were unable to or don’t know if they can book a same-day appointment through their GP website.
People aged 65 and over are more likely to say that they do not use technology very much, that they are not digitally literate, or their children book appointments for them online.
Just over half of respondents said they would like additional support from their GP practice on how to use the website, particularly around how to book appointments and translation for people whose first language is not English. Most people said they do not know if GP websites include information explaining how to use the site.
The report contains a number of recommendations about improving access and accessibility, improving GP websites and online booking systems and patient participation.