Age UK RBH Report on GP Access

This summer 203 local older people completed our survey on access to GP services in Redbridge.

We asked questions on telephone and online booking, waiting times, levels of choice and support, and whether disabilities, technology or language were a barrier in either booking or attending appointments.

We found that a clear majority of respondents (87%) usually book their appointments by phone, with just 7% visiting the practice and a similar number (6%) using online services.

When phoning, fewer than a fifth of respondents (18%) usually get through within 10 minutes. 7% have not been able to get through at all, despite numerous attempts. One person says ‘You can only phone for appointments at 8.00am. It takes ages to get through and normally then told all appointments for the day are gone - try again tomorrow’.

Around three quarters of respondents (73%) usually feel respected and supported when booking their appointments, however concerns over triage by reception staff have been voiced.

On choice, just a third of respondents (33%) are usually offered their preferred consultation method (in-person, telephone or online). The importance of continuity – seeing a regular GP is also outlined.

Our report, containing findings & recommendations is available now on the link below. Paper copies are available on request.

Click here to view the report.

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