Patients' experiences of contacting GP surgeries in Oxfordshire

Healthwatch Oxfordshire conducted a survey from September to November 2021 to find out about people’s recent experiences of contacting their GP surgeries. 596 people across the county responded by sharing their views and experiences of using different methods to contact their GP practice for appointments, information and advice, and other services.

Over four in five respondents said they had contacted their GP surgery within one month prior to the survey.

Patients use various methods to contact their GP surgery – each method has its benefits and limitations.

Telephoning is the commonest method; most patients call between 8am and 11am (55%) and a further 14% between 11am and 1pm. Over seven in ten rang to book an appointment.

Patients frequently struggle to get through because telephone lines are engaged or waiting times are excessive. People welcome the ‘call back’ function, but it is not suitable for more urgent issues, for people who are unable to pick up phone calls throughout the day, or if it results in the person being put back into a long queue.

Online tools and apps provide additional access to certain services but can be time-consuming or difficult to complete, and sometimes give unhelpful or inappropriate advice.

Demand for services at GP surgeries is high. Despite best efforts of staff, patients can find it difficult and frustrating to obtain appropriate consultations and advice.

One in three people called their GP practice wishing to book a non-urgent appointment. Many were unsuccessful.

People with without access or unable to use a telephone or digital communication (e.g. a computer or the internet) are likely to find it very difficult to contact a GP practice or use the online tools. The exclusion of vulnerable groups and people who rely on physical access to a health care provider worsens health and exacerbates health inequalities.

The report contains two recommendations.