A report by Healthwatch in Berkshire West presenting the results of a project to get local views of the new ways of working introduced at GP practices and the impact on accessing GP-led services.

The Committee received a report and presentation from Alice Kunjappy-Clifton, Healthwatch Reading, providing results of a project to get local views of the new ways of working introduced at GP practices and the impact on accessing GP-led services. 

The report explained that the project was a collaboration between Berkshire West Healthwatch, Reading, West Berkshire and Wokingham.  The report provided specific data for the Reading area.

The objectives of the project were to support GP surgeries to improve their communication with the public, raise public awareness about other pathways for support and increase understanding of the new ways of working, and to increase appropriate access to services and reduce complaints. 

There were 185 participants with ages ranging from 18 to 80+ years.  Participants were offered an online survey, and focus groups were undertaken with 58 participants to share experiences, issues and concerns.  The focus groups took place in different areas across the Reading area. It was noted that 38% of the online survey respondents came from various ethnic backgrounds.  The aim was to have people from different communities and age groups participating by using a diverse team to communicate with the community effectively.

The key findings included that there was difficulty in accessing GP services with appointment shortages, long waiting times on the phone, phone messaging was unclear, patients were unable to see the GP of choice, issues for carers accessing appointments due to care needs, transport costs and having to use digital forms rather than being able to book an appointment in person.

It was noted that further investigation could be undertaken to consider non-attendance of appointments and the cost and impact of this on GP services. It was also noted that technology had increased during the covid pandemic however, these changes had been undertaken at a fast rate and the public needed time and support to adjust to these changes.  Patients required clear communication and consistency regarding the new ways of working to enable to use the services effectively. There had also been no consultation regarding changes with the public.  Healthwatch requested that all partner organisations worked together to improve communication and GP services for the community. It was suggested that digital cafes at libraries would help the public with the new technology and that this should be encouraged. 

It was noted that Healthwatch Reading held quarterly meetings with primary care teams and any feedback would be shared to signpost issues.  The next step would be for Healthwatch to provide an impact statement to the Integrated Care Board.  It was noted that to change the system that was now in place would be a challenge, the aim would be to educate the community with the new ways of working.

It was suggested that confidentiality regarding access to personal data be considered and a representative from PALS or Public Health be invited to discuss the matter.

The Committee discussed the report and thanked Alice Kunjappy-Clifton for the informative report and presentation. 

Resolved –

That the report be noted and a representative of PALS be invited to the next meeting regarding access to patient personal data and confidentiality.