Improving access to GPs in Wolverhampton - new report

In recent years there has been increased pressure on GP services and a growing demand for appointments to be offered in a variety of ways, with rapid acceleration of digital methods due to the pandemic. The NHS England recovery plan for primary care (published May 2023) includes funding for GPs to develop their use of digital technology to improve patient access to appointments and services.

In response to concerns about access to GP services in the city, we have been tracking the quality and consistency of GP phone booking systems for some time and reporting on areas for improvement.

Our most recent investigation also asked local people about their experience of using GP websites, to understand if GPs are using digital technology to make it easier for patients to book appointments and use their services.

Key findings

Booking by phone:

• Many people prefer to book appointments by phone, even if they have to wait to speak to someone.
• Although more GP practices are using call-waiting phone systems since December 2022, the waiting time for calls to be answered had increased for many GPs.

GP websites and digital options:

• Not all GP websites provide booking for appointments, and not all types of appointments can be booked online.
• Digital booking systems are often poorly designed and can be hard to use.
• People aged over 65 are less likely to use GP websites to book appointments.
• People would like more support from their GP practice on how to use the website, particularly how to book appointments.
• People whose first language is not English need information and support in other languages.

Recommendations

The report outlines our recommendations to improve access to GP services which include:

• Provide a variety of appointment booking methods (online, over the phone and in-person), so that people can use the option they prefer/find the easiest.
• Make it easier for patients to book appointments via GP websites, by:
  - Involving patients in the design of GP websites
  - Adding a language translation function to websites
  - Creating and promoting a simple step-by-step guide to using the website and online booking
  - Linking with community digital support services to help people who lack the confidence or the means to use online services.
• Communicate better and more regularly with patients to make sure they are aware all the ways they can book appointments and access services, including the website.
• Implement the Accessible Information Standard, which requires all NHS services to make sure people with a disability, impairment or sensory loss can access information and services in a way that suits for their needs.
• Make sure all patients are aware of GP Patient Participation Groups (PPGs) and encourage people from different communities to get involved to help advise how to improve access to GP services.

We presented the report to Wolverhampton’s Health Scrutiny Panel in January 2024, and findings about individual GP practices have been shared with Primary Care Networks to encourage improvements across all their GP practices.

Announcing the report, Stacey Lewis, Healthwatch Wolverhampton Manager, said: "It's clear from the feedback and enquiries that we receive that access to GP services remains an area of great concern for local people. There is also growing evidence that when people have difficulties accessing primary care services, such as GPs, this leads to increased pressure on other acute services, such as hospitals. We have written this report to make sure those responsible for GP services in Wolverhampton understand how to make it easier for everyone to get the care they need."

In the report, Paul Tulley, Wolverhampton Managing Director for the Black Country Integrated Care Board (ICB), outlines work being undertaken by the ICB to address issues raised by the public, commenting:  "The ICB welcomes the feedback and insight from our stakeholders and public. Primary care services in Wolverhampton continue to face a high demand on their services and we work closely with GP practices to support them in improving access for patients, including - introducing a wider variety of different roles in general practice, improving practice websites, new telephone systems and other digital solutions, and using triage to ensure patients are seen by the most appropriate professional. We are working with our GP practices to make sure that, whichever way you choose to get in touch with your surgery, you will receive a response from the practice based on your individual circumstances so you can be seen by the right healthcare professional."

Read the full report