Residents from communities experiencing health inequalities share feedback on GP access, pharmacy services and Long Covid services in Islington

The Integrated Care Board asked Healthwatch Islington to gather feedback from these groups on their experiences of accessing GP, pharmacy, and Long Covid services for their Community Research and Support project 2022/23. Research was conducted via one-to-one structured interviews and/or focus groups based on survey questions.  They spoke to 212 people.

Just over two thirds of respondents said that they were able to get a GP appointment when they needed one. Over half of respondents found the experience of booking an appointment difficult. Many struggled to get through by phone. The triaging process was a barrier. Difficulties contributed to patient anxiety. - Improvements proposed included: more appointments, less time waiting on the phone, greater flexibility in when it was a possible to call, walk-in appointment booking, provision of interpreting/ advocacy services.

Feedback on appointments themselves was more positive. However, access difficulties could make these interactions feel more pressurised. Respondents reported a lack of face-to-face appointments.

Respondents rated pharmacy services highly and reported good experiences as well as positive, ongoing relationships with pharmacy staff. About two thirds of respondents said that they would go to the pharmacy instead of the GP to access additional services, now that they knew about the range of services available. Respondents saw pharmacy as the most accessible health service: they wanted to see pharmacy playing a bigger part in the delivery of diagnostic and preventative services which they felt were less accessible when offered via the GP or hospital.

Respondents with symptoms of Long Covid who approached their GP for help (17 of the 31 participants) were generally positive about their experience though there were limits on the support that was offered and a small number reported a poor experience. Most respondents that didn’t approach their GP didn’t think the GP could help. Some didn’t want to waste the GP’s time or had decided to manage the condition themselves. Others said that access difficulties were the deciding factor.

The report contains five recommendations about access to GP appointments, including out of hours, online booking, triaging and better promotion of the Self-Care Pharmacy First Scheme.