Patients are frustrated by the struggle to get an appointment with their GP, and the difficulty in securing face-to-face consultations.
The findings are from an in-depth survey by Healthwatch York. The watchdog questioned more than 1,300 people about their experience of GP services. Residents gave the service an average rating of 5.5 out of ten.
“We heard a wide range of experiences, from people who couldn’t praise their surgery highly enough to people who were really struggling to access the care and support they need,” said Siân Balsom, Healthwatch York manager.
Many people described situations where “high demand and limited availability led to difficulty in booking appointments,” the report said.
“Long wait times were felt to delay treatment and exacerbate health problems.”
Comments included:
- “The only way to book an appointment is through an online system that does not reflect the things you need to communicate to the practice, often ends up with the wrong team, and takes weeks to get a response“
- “Unable to get through on phone and using their website is a nightmare as it assumes you are tech savvy. It needs to be clear using easy to understand language.”
- “Trying to get an appointment is impossible for anything urgent. Likewise, if you’ve got something that needs to be seen but not immediately the wait is over a month; there’s no wonder A&E is absolutely packed.”
- “Not being able to get an appointment even when really ill and/or symptoms are impacting on daily life and work.”
Communication gaps
The report also identified gaps in communication.
“Whilst some patients described good communication with quick responses, practices getting in touch when promised, staff being responsive and proactive, others resorted to handling administrative tasks themselves due to inefficiencies at GP practices,” the report said.
Comments included:
- “The communication between the hospital and GP is very poor and the same between GP and health visitors. Everyone always says it is someone else’s responsibility or tells me different things.”
- “Communication is a big problem. I have witnessed elderly people turning up at the surgery to make an appointment and being told to go home and make an appointment online.”
- “Getting through on the phone is a nightmare! Call at 8.00am and if you are lucky enough to speak to someone, the appointments are already gone. I was on hold once for so long, I was able to drive across town go into the practice and then found it so quiet and two ladies on reception with no patients around. I then hung up my phone and was able to make appointment directly with them. They could give no explanation why nobody was answering the phone!”
You can read the full Healthwatch York report on its website.
Taking action
Siân Balsom, Healthwatch York Manager said: “Many of our findings chime with Lord Darzi’s recent report in terms of concerns about accessing health services.
“Key issues raised were about access, communication, staff attitudes (good and bad) and information.
“We are delighted that because of this work, we are already hearing about GP practices taking action to address some of the issues raised and wanting to work with us, and their patients, to find mutually beneficial solutions.”
Martin Braidwood, Senior Operational Manager at NHS Humber and North Yorkshire Integrated Care Board (ICB) said: “The ICB acknowledges the huge amount of collective work that has gone into writing this report for the City of York, and will consider the findings carefully.
“Whilst the report has undoubtedly highlighted challenges, it is hugely encouraging to see the many positive comments regarding GP practices.
“The ICB will continue to work with General Practices, Healthwatch and other system partners collaboratively to strive for the best health outcomes for the people of York.”
Healthwatch York is encouraging people to share their experiences of GP practices at its VoICeS meeting on Wednesday 18 September, 2-4pm at Priory Street Centre. There is a particular focus on people with long term conditions or complex health needs, but everyone is welcome. For more information and to book a place go here.