In our latest report we have listened to experiences of Somerset residents who tried to book an appointment to see their GP.
In response to local feedback about challenges in booking appointments with GPs, we have explored people’s experiences across the county.
64% of people who took part in our survey were offered a face-to-face appointment with their GP.
Concerns about a lack of professional medical qualifications when being triaged by an administrator, and long call waiting times were some of the problems people told us about.
The experiences of the 381 people who took part in our survey helped shape the practical recommendations we shared with NHS Somerset to help improve the first point of contact to GP surgeries.
Recommendations
Reduce call waiting times; suggestions include:
Improving and increasing availability of booking online appointments.
Increased reception/administrative staff at peak times.
Consider creating contact centres for each Primary Care Network (PCN) as a single point of contact for the surgeries. This would improve continuity of triage and appointment allocation with potential to reduce financial overheads.
Regular support for and monitoring of staff members who perform triage to improve continuity, training, delivery, and efficiency for patients.
Demonstrate improved communication and understanding for patients surrounding:
Triage processes and outcomes.
Appointments with other healthcare professionals within the general practice teams.
PCN level Enhanced and Extended Access Appointments.
Local support available to those who are digitally excluded through lack of confidence, knowledge, or finance.
All GP surgeries should offer in person, telephone, and online access to services and appointments to help suit patient needs.
All GP surgeries should have the ability to book routine appointments in advance.
Surgeries should consider a dedicated mental health triage option.
Gillian Keniston-Goble, Healthwatch Somerset Manager, recognises that GP Surgeries in Somerset are experiencing high demand with limited resources, while urging GP surgeries to consider the wider impact of the difficulties people are facing booking appointments.
Gillian said:
“GP surgeries across Somerset are facing unprecedented demand with limited resources, making it increasingly challenging to meet the needs of every patient. However, it is crucial that practices consider the broader impact on our community, particularly the frustration and distress many experience when trying to secure an appointment. We must continue to strive for solutions that balance the immediate pressures with the ongoing wellbeing of our patients.”
Michael Bainbridge, NHS Somerset Associate Director of Primary Care, commented:
“NHS Somerset welcomes the latest Healthwatch report on GP access.
Our job is to plan, fund and monitor the quality of health services so that the people of Somerset live healthy lives for longer with timely access to healthcare services when needed.
Patients and communities are at the heart of our work, because it is only by listening carefully that we will understand what we need to change.
Healthwatch plays an important role in bringing the experience of patients into our strategy for primary care. We work closely with Healthwatch and will be developing an action plan on GP access in response to this report.”
Read the full report which includes comments from survey responses and how we engaged with people to complete this important research project: