Our GPs: The shape of services today, and in the future

Healthwatch Newham, conducted extensive research on the experiences of GP services across the borough during a one year period, 1st September 2015 – 31st August 2016. They collected feedback from 708 patients talking and writing about their experiences with all 57 practices across Newham.

The report indicates that patients voiced concerns over telephone access, receptionists making ‘clinical’ judgments, and waits of weeks for routine appointments. Patients were less likely at that point to see a GP of choice, or a GP at all (the rise of the telephone triage) and a number of patients did not know who their GP was. This highlighted how care is becoming less personal over time.

The key findings of the report were: patients were broadly satisfied with the quality of treatment received, with many finding their doctors to be ‘professional and knowledgeable’. Patients were largely complimentary about practice management, with some giving examples of efficient, person-centered service.

The research also revealed that the ability to make contact by phone is the single most negative topic.

Through this research, HW were surprised to find that many patients (the majority) were well aware of the pressures, particularly on demand, and understand the waiting times and limited options. There was however less acceptance of receptionists ‘stepping into the clinical domain’.

Healthwatch Newham made recommendation in the report intended to inspire solutions to the issues that clearly exist. These recommendations were in the areas of service accessibility, catchment, wait at appointment, clinical treatment and administration.