Your health and wellbeing in the COVID-19 pandemic: GP services

Healthwatch Tower Hamlets undertook research on local people's experiences of GP services during the Covid-19 pandemic. They received 354 survey responses and analysed a further 1,237 comments gathered through telephone and email feedback, NHS Choices, Patient Opinion and social media. 

The report found that most people who needed to contact their GP were able to do so, and many respondents were satisfied with telephone and online consultations. Patients generally praised the quality of treatment, the attitude of staff and the management of repeat prescriptions. Online consultation systems and telephone appointments were often viewed as convenient and efficient, particularly for routine appointments, prescription requests and the management of existing long-term conditions. 

However, some patients found remote consultations challenging. Concerns included difficulties diagnosing new conditions without physical examinations, technical and administrative problems with online systems, uncertainty about how services were operating, and limited communication about changes to appointments and prescribing arrangements. Some people felt disconnected from their care, struggled with digital services or avoided contacting their GP because they perceived practices to be overstretched. 

The report concluded that remote consultations worked best for patients with straightforward or ongoing healthcare needs, while people experiencing new symptoms or requiring tests, examinations or medication changes often found telephone and online consultations less effective. The findings highlighted the importance of clear communication, patient reassurance and maintaining access to face-to-face care when clinically necessary.