What matters most: support people want from general practices in Birmingham

Healthwatch Birmingham investigated what people with a range of conditions want when they visit their general practice. These included people living with mental health problems, autism, dementia and brain injury.

Healthwatch Birmingham heard from 122 patients and carers. They described the value of: being able to make appointments quickly and easily, particularly when in crisis; stability of services and continuity of care; high-quality, integrated whole-person care; dignity and respect; receiving swift and straightforward referrals to specialist and community services; access to high-quality care, where the GP has knowledge and understanding of their condition; and appropriate awareness and knowledge of their condition by the wider general practice staff.

Healthwatch Birmingham made recommendations to the Birmingham Clinical Commissioning Groups (CCGs) to address these issues though producing high-quality patient information leaflets or cards. The leaflets/cards would need to assure patients of their rights in relation to their care, be developed with public and patient involvement, and be accessible to all. Both Birmingham CCGs responded positively to the findings and recommendations of this report. Healthwatch Birmingham planned to track and report on progress in this area following six months.