Healthwatch North Yorkshire hear varied perspectives on accessing GP appointments

Around half of respondents found it relatively easy to book an appointment, but the same number found it difficult or did not manage to book an appointment at all. Many comments were shared about the amount of time people had to wait on the phone to get through, with some having to try multiple times. However, those who used online services found it very straightforward and some got a call back the same day.

GP services are all very different, some were praised for their ‘high-quality service’ and others for the consistently quick and straightforward communication. Where the service wasn’t so good and people struggled to get in touch, people said they went to A&E instead, further increasing the pressure on an already overstretched service.

Once people had got through, two thirds had the type of appointment they wanted, and more than three quarters said their appointment was extremely or quite helpful.

For example, one respondent explained that the opportunity to access clinical advice digitally or via email was convenient for them.

Ashley Green, Chief Executive Officer at Healthwatch North Yorkshire, said: 

“Whilst many respondents had positive experiences of GP appointments, there are still issues that need to be addressed. Contacting a surgery by phone should be made easier and practices must ensure that people with protected characteristics or additional needs are not disadvantaged.

Healthwatch North Yorkshire is calling for people to share their views and experiences of health and social care, by visiting our website, calling Healthwatch North Yorkshire on 01423 788 128 or emailing admin@hwny.co.uk.