Snapshot intelligence report on GP practices in Bolton

Healthwatch Bolton undertook research on access to GP services in Bolton. They received 486 responses between November 2023 and March 2024, with most feedback relating to Unsworth Group Practice, including Peter House Surgery and Blackrod Health Centre, and Stable Fold Practice. The survey found that many patients were experiencing significant difficulties accessing primary care, particularly when trying to contact their practice by telephone and obtain timely appointments. 

The most common concern was telephone access. Many respondents said it was extremely difficult to get through to their practice, with particularly negative feedback about Unsworth Group Practice and Stable Fold Practice. Appointment availability was also a major issue, with many patients reporting waits of two weeks or more, being told to call back repeatedly at 8am, or being unable to book appointments in advance. Respondents frequently described frustration with appointment systems, long telephone queues and being directed to other services such as NHS 111, walk-in centres or A&E. 

When unable to obtain a GP appointment, many people reported self-managing their condition, contacting NHS 111, attending walk-in centres or seeking help from pharmacies. Patients also raised concerns about limited access to face-to-face appointments, difficulties seeing a GP rather than another clinician, lack of continuity of care, delayed referrals, communication problems, and what they perceived as rude or dismissive attitudes from some reception staff. However, respondents praised the quality of care provided by some practices, particularly Garnet Fold, Pike View Surgery and Dr Vasanth, with positive feedback focusing on caring staff, timely appointments and good patient support.

Healthwatch Bolton concluded that access to GP services remained a significant concern, particularly in Westhoughton and for patients registered with Unsworth Group Practice and Stable Fold Practice. The findings highlighted ongoing issues with telephone access, appointment availability and patient experience, while also identifying examples of good practice within some surgeries.