What people have told us about GP practices in Suffolk

Healthwatch Suffolk undertook research on people's experiences of GP services in Suffolk between April and September 2022. They analysed 927 comments about 66 GP practices collected through their Feedback Centre, alongside community engagement, accessible information research and feedback from young people about mental health support. Overall, 50% of comments were positive, 26% negative and 4% neutral, with access to services emerging as the dominant theme. 

Many people praised the care they received from clinical staff and reported positive experiences of GP call-backs, online consultations and responsive appointment systems. However, access remained a significant concern in many communities. Common complaints included long waits on telephone lines, difficulties obtaining appointments, challenges seeing a preferred GP and frustration with care navigation processes. Some people felt problems accessing appointments had delayed diagnosis or treatment and negatively affected their health. Experiences varied considerably between practices, with some receiving highly positive feedback while others generated substantial concerns about access. 

Digital access was viewed as both a benefit and a barrier. Some patients valued online consultation systems and felt they improved convenience, while others felt excluded because they lacked digital skills or confidence. Telephone systems attracted significant criticism, with many people reporting long waits, difficulty getting through and concerns about the cost of calls. Healthwatch also found that people with communication needs, including those who were deaf or hard of hearing, often experienced additional barriers when trying to access services.

The report concluded that while many patients were satisfied with the quality of care provided by GPs and clinical staff, access to services remained the key challenge. Healthwatch identified concerns around appointment availability, telephone access, continuity of care, digital exclusion and communication, while also highlighting examples of good practice where responsive triage systems, clinician call-backs and flexible appointment arrangements helped people access support quickly and effectively.