We are excited to announce the release of our report on GP access and the new ways of working across Berkshire West, following collaboration between Healthwatch teams in Wokingham Borough, Reading, and West Berkshire.
The report highlights the public experiences and concerns regarding GP services, access to appointments, and the communication challenges around evolving systems.
Why was this report needed?
Throughout our engagement with the public, it became clear that many people across Berkshire West were unaware of changes in GP practice operations, leading to frustrations and unmet expectations.
People are encountering long wait times, difficulties with new digital systems like the NHS App, and confusion around the roles of new healthcare staff working at GP surgeries such as care navigators.
This Berkshire West Healthwatch project aimed to uncover what the public understands about these new ways of working, identify communication gaps, and offer recommendations to improve patient experience and access to care.
A few of the findings from the report:
Appointment access: Many people reported long phone wait times and difficulties booking appointments. Over 35% of survey respondents could not see their preferred GP, and 33% faced significant delays in getting appointments.
Care navigation confusion: Many people are unaware that care navigators, who triage calls and direct patients to the most appropriate service, have replaced traditional receptionists. This system, while intended to streamline access, often leaves patients feeling frustrated and unclear about the process.
Digital services challenges: While tools like the NHS App are designed to simplify access to GP services, many patients, particularly older adults and those without strong digital skills, found it difficult to use. Over 19% of respondents found the technology complicated, leading to more barriers rather than solutions.
Communication Gaps: A common theme was the lack of clear communication from surgeries about changes in how GP services operate. Many patients felt left in the dark about new systems and how to effectively navigate them.
Our report includes detailed findings and recommendations, as well as statements about our report and action being taken by Dr Amit Sharma Strategy and Partnerships Lead, Brookside Group Practice and Sanjay Desai Head of Primary Care Operations, Buckinghamshire, Oxfordshire and Berkshire West Integrated Care Board (BOB ICB).
Comments