Three quarters (73.9%) of patients rated their overall experience of their GP practice as ‘good’, the 2024 GP Patient Survey has found.
The annual survey, run by Ipsos on behalf of NHS England, also revealed that more than four in five (82.6%) said they find reception and administrative staff helpful, including 41.6% who described them as very helpful.
Meanwhile, 67.3% of patients reported having a good overall experience of contacting their practice the last time they tried, with 18.9% rating it as poor.
NHS England has warned that data from this year’s survey isn’t comparable with findings from previous years as it would normally be, since a new questionnaire was used and the methodology changed to an ‘online first’ approach.
The survey asked patients (aged over 16 years) about local GP practice services, their last contact with the practice, the quality of care at the last appointment, overall experience of the GP practice, and their experience when the GP practice is closed.
Key findings include:
- 49.7% said it was easy to contact their GP practice on the phone (38.2% said it was difficult).
- 47.9% said it was easy to contact their GP practice using their practice website (37.1 % said this was difficult, including 17.7% who said it was ‘very difficult’).
- Only 12.3% said their call was answered straight away the last time they contacted the practice.
- Just over a third (34.9%) had their last appointment on the same or next day after first contacting their GP practice. A total of 20.8% had their appointment between a week and two weeks later.
- Two thirds (65.9%) said the length of time they waited for their appointment was about right, and a third said it took too long.
- 64% said their last appointment was face-to-face at their own GP practice.
- 92.3 % said they had confidence and trust in the healthcare professional they saw/spoke to at their last appointment
- 89.9% said their needs were met at their last appointment.
- 55.9% reported a good overall experience of NHS services when their GP practice was closed. But 22.2% said it was poor.
The Institute of General Practice Management (IGPM) said practices across the country are committed to listening to patients and taking their feedback seriously. However, it admitted it was concerned about how the data will now be conveyed in the public domain.
Directors Kay Keane, Robyn Clark and Nicola Davies said in a statement: ‘Too often we have seen national and local media outlets use the figures to put practices into “league tables” or attempt to “name and shame” practices, which does not take into consideration the individual difficulties or struggles each practice faces.’
‘In some instances, this has then led to abuse, aggression, and degradation from patients towards surgery staff, resulting in higher turnover and reduced staff morale,’ they added.
They also said the timing of the survey (being sent out in January) means it coincides with winter pressures when demand for NHS services is at its peak and when it can be harder for patients to obtain an appointment or get through to their practice.
However, the directors said the IGPM is encouraged by the positive feedback received by many practices. ‘This reflects the dedication and hard work of general practice teams.’
And they further said that the IGPM will continue to advocate for increased investment in the general practice workforce; promote the need for training and development of practice managers; support practice managers to introduce innovative care delivery models (for example, by using digital consultations); and encourage practices to engage with patients, ensuring their voices are heard and acted upon.
‘The IGPM will continue to interact with NHS England and the new Government to call for increased funding. We are also keen to continue collaboration on how practice performance can be effectively monitored and reported’, the directors said.
