Your voice: GP surgeries across Lancashire

This report brought together findings from Healthwatch Lancashire's engagement programme across 25 GP surgeries between May 2016 and February 2017. A total of 851 patients shared their experiences of GP services, with a particular focus on appointment access, quality of care and awareness of Patient Participation Groups (PPGs). 

Overall, patients were generally positive about the quality of care they received. Ninety-five per cent of respondents said they were either satisfied (44%) or very satisfied (51%) with the care provided by their GP practice. Most patients reported that they felt listened to during appointments and found the information provided by clinicians helpful. However, some felt 

Access to appointments emerged as the most significant concern. Patients generally preferred to book appointments by telephone, with 74% using this method, but many described long telephone queues and difficulties getting through to the surgery. Some reported that by the time they reached reception, all appointments had already been allocated. These problems particularly affected people in work who found it difficult to phone at fixed times during the morning. 

Half of respondents reported difficulties obtaining an urgent appointment on the same day, although only 21% said they found it difficult to obtain routine appointments. While 46% rated their appointment-booking experience as excellent, 39% felt it could be improved and 15% considered it poor. Most patients found surgery opening hours convenient. 

Use of online booking systems was low. Only 10% of patients reported using online booking, while 89% did not. The most common reasons were that patients did not want to use online systems, were unaware of them, or did not use computers. Many patients indicated they would consider using online booking if they received more information about it. 

The report also highlighted concerns about reception staff. Many patients felt uncomfortable being asked to explain the reason for their appointment to receptionists and viewed this as a barrier to accessing care. Some respondents reported dissatisfaction with reception staff attitudes and questioned whether non-clinical staff should be involved in determining appointment priorities.

Awareness of Patient Participation Groups was very low. Eighty-six per cent of patients had never heard of their practice's PPG, and no respondents reported being active members. However, among those who were unaware of PPGs, around 30% said they would potentially be interested in becoming involved if given the opportunity. 

There were notable variations between practices. Croston Village Surgery and Slaidburn Country Practice achieved particularly positive results for appointment access and patient satisfaction, while practices including Peel House Medical Practice, Brierfield Health Centre, Pendle Valley Mill and Skelmersdale Family Practice received less favourable feedback regarding appointment availability and booking systems. 

Healthwatch Lancashire observed that practices performing less well were often located in areas of greater socioeconomic deprivation. The report noted links between poorer patient experiences and areas with higher levels of deprivation, poorer health outcomes and greater service demand. 

The analysis of more than 1,000 additional patient comments reinforced the survey findings. Most concerns centred on telephone access, appointment availability, difficulties booking in advance, long waiting times, continuity of care, and interactions with reception staff. Positive comments focused on caring staff, good clinical care and supportive relationships with GPs.

As a result of the project, most participating GP practices developed action plans to address issues raised by patients. Common improvement themes included enhancing appointment access, improving communication and information for patients, increasing awareness of Patient Participation Groups and making changes to surgery environments. The findings were shared with NHS organisations, commissioners and regulators to help inform future service improvements across Lancashire and South Cumbria.