At the end of last year, three Healthwatch teams— Reading, Wokingham Borough and West Berkshire—came together after hearing widespread concerns from local residents and communities about the new ways GP practices are working.
Many residents were unaware of changes in how services are delivered at their local GP surgery leading to a mismatch between their expectations and the reality of seeking help from their GP surgery.
To better understand these residents’ and community concerns, we launched a project to gather more feedback to learn what people already know, identify gaps in communication, and explore how we can work with GP surgeries to improve the flow of information.
By doing so, we aimed to support GP surgeries in reducing confusion and frustration around access to GP services, which has led to an increase in complaints.
Thanks to the annonymous feedback shared by residents and different communities across Berkshire West, we now have a clearer picture of where improvements are needed.
A common theme that emerged from our findings was the lack of clear communication from GP surgeries about changes in how GP services operate. Many people felt left in the dark about new systems and how to effectively navigate them. There is need for better communication around the various ways people can access care, such as people using the NHS App for booking appointments or seeking advice. Enhancing awareness of these options can help reduce phone waiting times and make it easier for people to get the care they need.
Our new report, which 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), is now available for you to read below.
By working together, we hope to bridge the information gap and empower residents across Reading and beyond to access GP services in the most effective way possible.
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