Let's talk - accessing GP practice appointments
Download (PDF 569.93 KB)Summary of report content
In June 2021 Healthwatch Rutland, in partnership with Healthwatch Leicester and Leicestershire, embarked on a project to investigate the public’s experiences and opinions about new ways of working, or accessing health and social care that have emerged during the COVID-19 pandemic. This report is about access to GPs and contains the views of 26 people.
Many patients are experiencing difficulties and long delays in contacting their GP practices by telephone. As well as increasing the risk of an adverse impact on patient’s health and wellbeing it also lowers public satisfaction, and people’s confidence in General Practice is undermined. Some patients are moving to other practices, which could potentially cause pressures on smaller surgeries.
Many people are unaware that staff answering surgery telephones are not receptionists but trained ‘care navigators’ who are attempting to signpost people to the most appropriate professional rather than carrying out a clinical triage. The public mistrust call handlers’ ability to correctly signpost to the most appropriate professional and interactions are not always successful.
The use of a multidisciplinary team is accepted by some but rejected by others who still want to see a doctor and have continuity of care.
The inability to secure an appointment can have serious emotional, mental, physical and financial impact on patients. Those who have the means are opting for private care, but this is not an affordable option for many who face long waiting times.
There are concerns for those who cannot, or do not want to use remote consultations, a suspicion that remote diagnoses might be less accurate, and that the practices might not respond to digital communication. Some people prefer face-to-face consultations and continuity of care with a named doctor. Others appreciate that digital technology facilitates a prompt reply, easy access to records and test results and the avoidance of travel to see a professional.
Electronic prescribing was welcomed by some, but others found the system too complicated and too difficult to manage – especially if ordering multiple repeat prescriptions.
The report contains 6 recommendations.