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Eight out of 10 patients rate their experience of their GP practice as good
17 August 2018

The findings have been published in the latest GP Patients Survey undertaken by Ipsos MORI.

Nearly 760,000 people were interviewed nationally, including an average 4,000 patients in each of the three areas covered by NHS Portsmouth, Fareham and Gosport and South Eastern Hampshire (SEH) Clinical Commissioning Groups (CCGs).

Some 84% of respondents rated their GP experience as good, compared to 81% in Portsmouth and 78% in Fareham and Gosport.

Most respondents recorded satisfaction with specific services including the helpfulness of the receptionists, the ease of finding information on their practice website, the type of appointment they were offered and the appointment time offered to them.

The scores for ease in getting through to the practice on the phone were not as high – with more than one in four patients not finding this easy.

Dr Barbara Rushton, the clinical lead for SEH CCG, said: “In general, we have to be pleased with the survey findings.

“We know that patients in some areas sometimes have frustrations getting through to their GP practice or making an appointment and clearly there remains work to be done to try to make improvements there.

“We know that we are as a nation living longer - often with greater frailty and more complex conditions; that our GP practices are facing more demand for their services than ever before and that there are challenges over staffing levels in some areas, both locally and nationally.”

Dr Elizabeth Fellows, who chairs Portsmouth CCG, said: “Our CCGs are working with their practices individually and collectively to try to improve services where we can, with some of our GP practices working collaboratively to pool skills and resources on things from home visiting services to same-day access.

“This survey tells us that people are generally satisfied with the services they receive from their local practices, but we need to use the findings to look at areas where the public perception of performance shows that we could be doing better.

“We are rolling out eConsult, via GP websites, as another way for patients to contact their surgery and seek advice. More than half of the patients in the city currently have access to this and by the end of this year most of our residents will be able to access web-based consultations.”

Some headline results

  • Ease of getting an appointment – On average, more than six in every 10 patients found it easy to get through to their GP practices by phone, with the figures 72% in SEH, 67% in Portsmouth and 57% in Fareham and Gosport
  • Helpfulness of receptionist – around nine in 10 patients said their GP receptionist were helpful – 91% in South Eastern Hampshire, 88% in Portsmouth and 86% in Fareham and Gosport
  • Ease of using practice website – Seven in 10 Portsmouth respondents found it easy to use their GP practice website – but the figures were higher in the other two areas with 75% in Fareham and Gosport and 79% across South Eastern Hampshire
  • Satisfaction with the type of appointment offered – patients in South Eastern Hampshire returned the highest local score with 79%, which was 10% higher than in Portsmouth 14% more than Fareham and Gosport
  • Satisfaction with the appointment times offered – good ratings were harder to come by in this category – with scores of 64% in South Eastern Hampshire, 59% in Portsmouth and 53% in Fareham and Gosport.

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