Agenda item

To consider patient / public views on this scrutiny topic.

The fifth (and final) evidence-gathering session for the Committee’s review of Access to GPs and Primary Medical Care focused on patient / public views which had been gathered in relation to the Borough’s general practices.

In order to address several of the review’s key lines of enquiry that involved ascertaining the experiences of the local population when contacting / accessing general practices, a number of organisations / entities had been approached including:

•         Care Quality Commission (CQC): The CQC had been asked to provide a summary of compliments and complaints received in relation to Stockton-on-Tees general practices since the start of 2023.  To date, no information had been received.

•         North East and North Cumbria Integrated Care Board (NENC ICB): A request was made to the NENC ICB Primary Care Complaints Team for details of any recent issues raised in relation to Stockton-on-Tees general practices.  To date, no information had been received.

•         Healthwatch Stockton-on-Tees: The Healthwatch South Tees ‘Top Tips for Accessing Your GP Practice’ guide referenced during the Committee’s October 2023 meeting was shared for information.  Responses collected between February 2022 and February 2024 via Healthwatch Stockton-on-Tees’ ‘Share your views’ platform were then considered, with familiar themes around long call-waiting times, a lack of appointments (particularly face-to-face), and difficulties in using technology (introduced to facilitate improved access) all highlighted.  Other issues were also raised in relation to practice registration, problems with reception staff, and limited transport options, though several positive comments regarding local practices were also evident.

•         GP Patient Survey 2023: A reminder of the summarised results from the latest national GP patient survey (initially relayed at the first evidence-gathering session in October 2023) was included – this incorporated national, Tees Valley and Stockton-on-Tees comparisons, as well as data broken down for each of the Borough’s general practices, for selected access- / patient satisfaction-related questions.  It was noted that the 2024 survey results would be published around July / August 2024.

•         Patient Participation Groups (PPGs): Further to the request / collection of the existing patient / public feedback above, the Committee also issued its own survey to each of the 21 local practices’ PPGs.  11 completed surveys had been returned (covering a total of 10 practices) with responses colour-coded to indicate which Primary Care Network (PCN) the PPG was aligned to.  It was noted that some surveys appeared to have been sent on behalf of a PPG, whereas others were individual views from a member of a PPG.

Similar to the Healthwatch Stockton-on-Tees ‘Share your views’ feedback, identifiable themes in relation to GP access included shortages of / challenges in getting appointments, delays in getting telephone calls answered, and technology challenges for patients (particularly older people).  That said, PPGs had appeared to positively influence the development of practices’ telephone systems and improvements in communications / website / signposting.  Encouragingly, the large majority of respondents felt that their PPG was listened to by their practice.

When analysing responses to the question on how best practices could improve access to GP services, it was evident from the wide range of suggestions that each practice was experiencing different challenges – this confirmed the fact that practices were individual businesses which faced a variety of issues based on numerous system-wide and localised factors.

Reflecting on this latter point, the Committee questioned if Practice Managers shared / had the opportunity to share good practice.  The NENC ICB representative in attendance confirmed that such mechanisms did exist, though the ICB (despite offering) did not tend to be present during these exchanges.

AGREED that patient / public feedback in relation to the Borough’s general practices be noted.