Young people's GP survey

This Healthwatch Worcestershire and Young Solutions report presents findings from a survey of 119 young people aged 13 to 19 about their experiences of GP services. The survey explored appointment booking, consultations, staff interactions, complaints procedures and feedback systems. Overall, most young people reported being satisfied with their GP service and felt that practice staff were generally helpful. 

Most respondents had visited a GP or nurse within the previous two years, with almost half attending three or more times. Nearly all surveyed young people were registered with a GP practice. 

The most common way of making appointments was by telephone, although many younger respondents relied on parents or carers to make appointments on their behalf. Only a small proportion used online appointment systems. Several respondents reported difficulties obtaining appointments quickly, particularly same-day appointments or appointments with a preferred doctor.

Young people identified several ways that access to services could be improved. The most popular suggestion was more appointments during evenings and weekends, which would better fit around school, college and work commitments. Many respondents also wanted the option to book appointments online, by text message, or through drop-in services. Younger teenagers tended to prefer text-based communication, while older teenagers were more interested in online systems. 

Nearly two-thirds of respondents felt they would be able to request a specific doctor, including one of the same gender if necessary, although a significant number were unsure whether this was possible.

Most young people attended appointments with a parent or carer, particularly those aged 13 to 16. More than half felt that doctors and nurses spoke mainly to the accompanying adult rather than directly to them. Although many respondents were comfortable with this, others said they would prefer healthcare professionals to communicate more directly with them and explain information in language they could easily understand.

Feedback about staff was generally very positive. Around 94% rated doctors as good or acceptable, 97% rated nurses positively and 89% rated reception staff positively. However, some respondents commented that receptionists could occasionally be patronising or ask too many questions.

A major finding was the lack of awareness about complaints processes. Only around one fifth of respondents knew how to make a complaint about their GP practice, and very few had ever made one. Many said they would ask at reception or search online if they needed information about making a complaint. 

Young people identified several barriers to raising concerns. These included not knowing how to complain, worries about not being listened to, feeling guilty, embarrassment, concerns about how future treatment might be affected, and the belief that complaints procedures would take too much time. 

When asked about providing feedback, most respondents preferred questionnaires, surveys or feedback forms, particularly if they were available online or could be completed anonymously. Suggestions included text-message surveys, email feedback, online rating systems, suggestion boxes and being asked directly for feedback after appointments. Confidentiality and anonymity were considered important factors in encouraging participation.

Overall, the report concluded that young people were largely satisfied with their GP services but wanted easier access to appointments, better communication from healthcare professionals, greater use of digital communication methods and clearer information about complaints and feedback processes. Healthwatch recommended that GP practices promote alternative booking methods, provide more appointments outside school hours, communicate more directly and clearly with young people, improve awareness of complaints procedures, and make greater use of surveys, texts, emails and online systems to gather feedback.