Being given enough time with a GP and feeling that their problems are taken seriously are the most important factor in patients' satisfaction with their local surgery, according to new data out today. The GP Patient Survey, the biggest healthcare survey of its kind, found that overall satisfaction with surgeries was high at 91%, but there is still room for improvement in accessing GP services, especially getting through on the phone and being able to make appointments more than 48 hours in advance.

The GP Patient Survey, conducted for the Department of Health by Ipsos MORI, is an important measure of how well surgeries in England are responding to patients' needs. Based on survey feedback from previous years, the Government set an ambitious target for at least 50% of GP surgeries to offer extended opening hours. Now over three-quarters of practices are open longer and satisfaction with practice opening hours is 82%. While patients are clearly pleased with the treatment they receive when they see a GP, the survey shows a clear need to improve access to services, and practices should look at these results to identify their patients' concerns.

Other key findings from this year's survey include:

- 84% of people who tried to get an appointment with a GP in 48 hours reported they were able to do so;
- 70% of people reported satisfaction with their ability to get through to their practice on the phone;
- 76% of people who wanted to book ahead for an appointment reported they could do so; and
- 77% of people who wanted an appointment with a particular GP (even if meant waiting longer) reported they could do so.

Commenting on the results of the GP Patient Survey, Health Minister Mike O'Brien said:

"The GP Patient Survey is one of the most valuable tools we have for measuring what patients think of their GP practice. I congratulate the vast majority of surgeries who are performing well, but its clear some surgeries now need to look at these results and identify the areas where patients are still dissatisfied. In particular this year's results show there is work to be done in improving telephone access to surgeries and making it easier for patients to book appointments in advance.

"I thank the millions of patients who took the time to complete this survey, this feedback is essential in making sure the NHS is meeting the needs of patients. We need to ask patients what they think to improve the quality of the NHS. We also need to listen and act on what patients say."

In addition to information on accessing services, for the first time this year patients were asked their views on a wider range of topics that are also important to patients when visiting their GP, such as cleanliness and how long they wait after arriving. Patients reported that contrary to popular myths, GP receptionists are actually helpful with 94% of patients rating them highly.

Patients were also able to feedback on their practice nurse for the first time this year with overwhelmingly positive results. The majority (92%) find it easy to see a practice nurse, and rated them highly on a range of factors from listening to them and asking about their symptoms, to explaining treatment and involving patients in decisions about their care.

Patient feedback plays a vital role in shaping primary care services. To help GPs respond to the feedback their patients give them, the Department of Health will this Thursday (2 July), be publishing the Provider Guide on Access and Responsiveness, giving practices practical advice on how to deliver the services their patients need. The guide was developed in partnership with the Royal College of GPs, the BMA and a range of other groups to ensure it meets the needs of practices. It includes examples of best practice such as the Saltaire Medical Practice in Bradford which introduced online appointment booking, making it easier for patients to book, cancel and check details of appointments, and freeing up phone lines so that patients who did need to speak to the practice found it faster and more convenient. GPs are increasingly offering patients more ways to contact surgeries such as by email or online, but the profession needs to consider how to best do this and make sure that those without internet access also find it as easy to contact their surgery.

Source
Department of Health, UK