Report on the Healthwatch Wandsworth survey about GP consultations

A recent study in south west London established that participating GPs thought that 26% of their consultations, over a given period, could have been handled by other health professionals. Healthwatch Wandsworth launched a survey to gather the thoughts of local residents on how GP time can be better managed to enhance the time they will be able to spend with patients.

Healthwatch Wandsworth ran our survey from 10th September 2017 until 15th February 2018. The survey was qualitative and consisted of open questions. We circulated it to our networks and at our regular outreach events, and included it on our website and social media.

Patient experiences at GP surgeries appear to depend on appointment availability which varies across the system. Any new initiatives should be prioritised for GPs that are struggling with long waiting times. Many respondents highlighted issues around waiting times, and some recognised that increased signposting might help reduce this and make the service more efficient.

Healthwatch Wandsworth respondents were divided as to whether reception staff at GP surgeries should be involved in signposting information. Respondents said that they are already really busy and that if there was an additional role for them, the boundaries of their job role would need to be re-defined, they would need additional training and qualifications and their title might need to be changed.

The results of Healthwatch Wandsworth survey showed that patients thought that they might instead get additional help from a nurse in the practice and that the 111 service, local pharmacists and community leaders could help provide information and additional services where appropriate. They could also help to promote alternative options which might prevent the need to go to the GP surgery in the first place. Responses to our survey also show that it will be important for people to be reassured that anyone who signposts, or gives information, is properly trained and has the relevant medical knowledge where needed.

Another important issue people raised related to the environment in which this information is given. Many were concerned with confidentiality and accessibility. A range of channels for communicating information and medical help were suggested.Respondents highlighted that information should be given one-to-one by trusted staff; other creative approaches could also be used, such as a survey asking people if they know about alternatives to GP appointments. Overall, it is clear that the GP system has a role in raising awareness and providing information.

The report includes 1 recommendation.