Patient satisfaction with access to GP services

Heywood, Middleton and Rochdale Primary Care Trust

Local GPs and Heywood, Middleton and Rochdale Primary Care Trust (HMRPCT) are working in partnership, listening to the voice of local people and making it easier for patients to see their GP.

The recently published National GP Access Survey Results (2007) showed overall good satisfaction rates (across Rochdale borough) with being able to get through to the surgery on the telephone, see the doctor within two days, book an appointment in advance and see a doctor of choice.

The survey also asked patients about preference for opening hours and if people wanted to be able to see the GP in the evening or weekends for routine care.

The local results showed that whilst satisfaction overall was good, there was wide variation between patients’ satisfaction at different surgeries; a few scoring as low as 22% and some as high as 100%.

Ethnic minority communities were the least satisfied and this was mirrored across England.

The Primary Care Trust is very keen to improve this situation and would like to see a rise in patient satisfaction when accessing GP services across the borough. A range of measures have been introduced to address some of these issues.

Following analysis of the survey data, practices have been approached by the PCT and have contacted the PCT themselves to develop more specific practice based plans on how to improve access. Many are keen to explore new technology using websites and advanced telephony to enable patients to use automated systems for booking appointments and ordering repeat prescriptions. Some are considering the use of text messaging software so they can extend the advanced booking period whilst minimising the risk of non-attendance.

We understand that using new technology is available to people with computer access who enjoy the convenience of accessing services remotely (like internet shopping and banking) whilst others will continue and prefer to use traditional methods of contacting the GP. The new technology simply increases the options for patients and improves convenience all round as it helps the surgery operate more efficiently on a daily basis.

Practices have a commitment to improve access and have begun publishing their own survey results to patients via posters or newsletters.

In order to see whether they are sufficiently meeting demand for appointments with the primary care team, practices are looking at patterns of appointments requested at various times during the week. They are also looking to see if scheduling appointments at different times could better meet demand.

Furthermore, patient information leaflets are being prepared explaining what people should expect from their surgery in terms of access with specific reference to the components within the survey. A condensed message will also be screened on the Life Channel, shown in surgeries and clinics across the borough. Both will be produced in various languages.

What can patients do to help:

• Be a patient patient - while improvements are introduced
• Ask your surgery for their website address and try it out
• Only ask for an urgent or same day appointment if you really need it
• Visit your pharmacist if you have a minor illness (medicines are free if you don’t pay for prescriptions)

Additional Practices

The recently published Interim NHS Next Stage Review report written by Lord Ara Darzi made a commitment to increase the funding available to the 25% of Primary Care Trusts with the lowest numbers of GP practices in the country.
Heywood, Middleton and Rochdale PCT has been named as one of the 38 PCTs to receive additional funding. This means there could be about three new GP surgeries opening over the next two years.

Every PCT in the country will also receive additional funding to open very modern primary care centre which will operate from 8am till 8pm, 7days per week with GPs, nurses and healthcare assistants delivering primary care to registered and non-registered patients. We are working closely with the Local Medical Committee to ensure these new services complement and work together with the existing practices in the borough.

There is a direct relationship between the low numbers of doctors and lower quality of care so this funding presents all of us with an opportunity to make a real difference to the health of the local community. We have excellent GPs locally but improved access to GPs should ensure patients health needs are addressed more readily, reducing inappropriate attendance at other services and reducing the likelihood of a worsening condition.

A formal public consultation process will begin in the New Year so local views can shape the type of new services that are introduced.