My GP journey, learning from the experience of seldom heard groups

Speedy access does not sit easily alongside seeing the same doctor for continuity of care, and GP surgeries are under pressure to do both. This research with seldom heard groups indicates that there are things that could be changed that may ease some demand both short and longer term. 120 people were interviewed, and in most cases our interviewees were happy with the care they received from their GP and in the end points of their journey were positive and constructive, but in relation to communication issues a number of concerns are described:

People caring for patients with dementia, people with aphasia or with sensory impairment specifically mentioned the benefits of increasing awareness of their conditions amongst GPs and practice staff:

A number of less physically able participants had issues with physical access to their GP surgeries.

People who are deaf or have hearing loss or with aphasia or people for whom English is a second language reported difficulties they faced due to needing a translator or language support.

Receptionists could have an important role to play in signposting patients to the appropriate professionals for their condition.

Many of our interviewees made a point of mentioning their preference for seeing the same GP for condition-related issues.

PPGs can be invaluable sources of patient feedback and participation However number of interviewees were unaware of their practice PPG.

In relation to booking issues the following are described:

Most people used the phone to book GP appointments. Many said that they would to be able to book a scheduled phone appointment.

A significant proportion of people felt that the best option was to go to the surgery and wait to book an appointment.

Most individuals were not aware of an online booking system, even if there was one available at their practice.

There was little awareness that NHS 111 could be used to access out-of-hours GP appointments.

The vast majority of comments concerning receptionists were not positive. Most patients did not like being questioned about their reasons for wanting an appointment. Many felt that reception staff could be unhelpful.

The report makes a number of recommendations:

Those planning the future of health services should ensure that access to primary care is at the heart of those plans.

Clinical Commissioning Groups (CCGs) should review why awareness of NHS 111 is low and engage with patients and carers to initiate new plans to promote the full range of services it offers, and review their primary care strategy to ensure GPs are encouraged to promote online booking and registration.

Individual practices should:

Comply with the Accessible Information Standard.

Ensure that for those who are deaf there are regularly monitored email, SMS services and access to a BSL interpreter when needed.

Raise awareness of long term conditions.

Provide posters/leaflets signposting to local support groups for long term conditions.

Extend staff training sessions to deal with patients with long-term conditions better.

Consider the role receptionists can play in matching patients with GPs who may have a special interest in certain conditions.

Healthwatch Surrey should encourage people to attend their local Sustainability and Transformation Plan (STP) consultations, encourage system leaders to take every opportunity to engage effectively with the public and help raise awareness and understanding of NHS 111 services, GP online booking and alternatives to GPs for minor ailments.