The patient experience of accessing primary care services Executive Summary December 2022

Report - 18 January 2023

Healthwatch Sandwell (HWS) frequently hear from Sandwell residents about frustrations with trying to access and obtain appointments at their G.P. practices, especially regarding phone queueing systems, and public perception that premises are no longer open for face-to-face services.
The HWS project aimed to:
• explore the issues for patients with access to G.P. practice
appointments
• gauge public awareness and uptake of other primary care service
options
• gather a picture on the operation of primary care services in
Sandwell.

HWS gathered patient experience of access and booking of G.P. practice appointments through each of the booking options i.e., phone, online and in person at reception. HWS engaged and listened to patients experiences and views regarding access to G.P. practice services and the impacts and outcomes of failure to access. Throughout the project HWS also promoted information on the range of primary care service options available to patients and gathered insight on awareness and uptake levels.

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