Accessing GP Services: Stort Valley & Villages Locality 2014
Background
Our research was undertaken in direct response to public feedback. We found that people in the Stort Valley and Villages locality in particular, were expressing concern and dissatisfaction with some of the GP services provided in the area.
What We Did
After conducting the initial desk based research and meeting with the GP contract holders, NHS England Area Team, each GP Practice Manager, as well as other stakeholders, we launched a face to face survey and a series of focus groups targeting seldom heard groups.
In total we spoke to 838 patients.
Our survey received a higher response rate than the GP Patient Survey for most Practices and concentrated on why people use GP surgeries the way they do, and not just how they use them.
What We Found
- Appointment booking systems are considered to be confusing and inflexible from the patient’s perspective.
- Most people wanted an appointment at an agreed time in the near future, however often bypassed the system by asking for urgent same day appointments or using ‘sit and wait’ inappropriately, because they could not get a convenient advance appointment.
- The most popular method for booking an appointment was over the phone; but many people told us they go to the surgery in person because of difficulties getting through on the phone. This raised concerns about those who are unable to get to the surgery in person because of difficulties.
- If people cannot get an appointment within the time frame they ask, they are more likely not to see or speak to anyone than seek services outside their Practice.
- Low usage of online booking with many reporting that systems are not user-friendly. This was true of all age groups.
- The majority of people we surveyed said they like to see a particular doctor. Most stated reasons such as the GP’s manner rather than continuity. He or she ‘listens to me’ was the most cited reason for preferring to see a particular GP.
- The research highlighted the importance of the reception team for the patient experience, with feedback in general being positive.
- For each Practice, our findings supported the findings of the IPSOS MORI GP Patient Survey (July 2014) conducted twice yearly on behalf of NHS England.
What Happens Next
We asked each practice to consider 17 practical and achievable recommendations to help improve the patient experience of:
- Appointment booking
- Telephone systems
- Receptionists and Reception Areas
- Communication, and
- Physical access
The GP Practice's responses to each of these recommendations can be found in the full report below.
Although this project focused on a single locality, most of what we found is indicative of systemic issues faced by the county and nationally. Therefore we hope to share our findings and recommendations to help develop understanding within this wider context.
Read the full report, and the responses to our recommendations here
If you require any of these reports in another format, please get in touch.
