GP Access Survey 2025
The way we access local primary care services, such as GPs is evolving all the time. In recent years there has been a large shift towards remote services, with patients now booking online, and typically receiving their initial consultation (triage) through phone or video call.
Traditional methods, such as booking through the phone or in-person are on the decline, and this will affect certain groups with a support need – such as older people or those with a sensory disability.
Being able to see a GP of choice, or a GP at all, is also a recent challenge for some patients. Those with long-term, quite often complex needs value the continuity of seeing the same person, and often prefer a face-to-face relationship.
With all this change we launched a survey on access, completed by around 60 people from a range of ages and backgrounds.
What did local people tell us?
Firstly, booking an appointment is a challenge. A marginal majority of respondents (54%) find it ‘easy’ to book, while a significant 46% do not.
Telephone Booking
42% of respondents book through the phone and when calling, just 60% are usually able to make contact within 10 minutes. While some patients have benefitted from new callback systems, lines are typically congested at peak morning (8am) and afternoon (2pm) times.
Online Booking
Around half of respondents (49%) usually book their appointments online. As with phone systems, we hear that you need to log in at peak times, in order to successfully book.
One patient says “PATCHS works well when you can access it but there is only a very small window at 8am and 2pm.”
Another says “PATCHS is open for such a short window. It can be frustrating when you have to wait for next day to book an appointment.”
On functionality, three quarters of respondents (73%) are able to find the form easily, while a similar number (75%) find it easy to complete. Once submitted, response times are reportedly good.
In-Person Booking
A sizeable minority of patients (39%) are not able to book their appointment at the practice itself. At some practices, patients say "it is no longer part of the process."
Consultations
On booking, 42% of respondents have not been offered a choice of consultation method (in-person, telephone, video).
A clear majority of respondents (86%) have experienced a remote appointment. Two thirds (65%) feel that remote consultations have fully met their needs, while a significant minority (35%) feel they have not.
Just 36% of respondents are able to see their preferred GP or nurse. Concerns are expressed about continuity.
We receive mixed feedback on extended practice staff – such as pharmacists. While some experiences are good, there is some resentment, at not being offered a GP, as an option.
Read more in the full report.
