Patient views on access to GP led services

Healthwatch County Durham wanted to find out whether GP practices had improved their automated phone messages and website content since they last carried out research in April 2021.  They looked at the websites of 59 GP practices and phoned 86 practices out of hours and collected the views of ten families from refugee groups.

Over four in five of practices did not include information on how to get an appointment with a GP - although 15% provided practice opening hours for patients to telephone to make an appointment.

Over half of the automated messages provided advice on general health matters but only 44% were clear or easy to understand.

Nearly two thirds of practices did signpost patients to other professional services although this was primarily to 999 or 111.

54% of the websites displayed an Accessibility Statement.

Over four in five of the GP websites were up-to-date.

The range of fonts and colours used was limited, which resulted in the look and feel of the websites being clearer and easier to understand.

Over a third of websites provided information for patients on how to access additional support for their appointment eg requesting a BSL interpreter or a translator.

Two thirds of websites didn’t make it clear how patients access information in a different format.

For refugees it was much easier having face-to-face appointments. Whilst some had used the NHS app to make an appointment most felt more comfortable speaking to the receptionist. Several of the refugees were registered with a GP practice where there was an Arabic-speaking GP, so wherever possible they made an appointment to see them. There were several families that had significant and complex health issues. There were some concerns about sharing information, diagnosis and delays in treatment.

The report contains eight recommendations.