Latest figures reveal that GP surgeries across Gloucestershire are delivering an average of 394,181 appointments for patients each month, an increase of 26.2% on pre-COVID pandemic levels.

In March 2024, Gloucestershire practices delivered 366,237 appointments; 40.1% of these were same-day appointments and 68.1% were in person (face-to-face) with a clinician, with the remaining appointments being conducted by phone or virtually.

These achievements have been made possible thanks to innovation by GP practices and their dedication to patient care, despite unprecedented levels of need and staffing pressures across practice teams.

Many practices have focused on providing additional urgent appointments, usually on the same day or the following day, prioritising patients according to their clinical need.

Often, patients need planned and follow-up appointments for chronic and ongoing conditions. Although challenging, supporting continuity of care with the same GP and getting these appointments booked in ahead of time is more common in Gloucestershire than in some other areas.

All Gloucestershire’s surgeries have upgraded (or are in the process of upgrading) their digital and telephone systems to make it easier for patients to contact their surgery and make appointments with the most appropriate member of the practice team.

Practices now have other healthcare professionals such as clinical pharmacists, physiotherapists, mental health workers and paramedics working within or alongside practice teams, offering patient appointments and supporting them to meet the individual needs of patients.

Helen Goodey, Director of Primary Care and Place at NHS Gloucestershire, said:

“Whilst we all recognise that some patients are waiting longer than anyone would like, GP surgery teams across Gloucestershire deserve huge recognition for their commitment to patient care and their innovation in an incredibly challenging environment, with record levels of need.

The continued focus on improving access to appointments at such a difficult time is testament to the dedication of local practice teams. In the last national GP patient survey, overall patient satisfaction rates in Gloucestershire (80%) were well above the national average (71%) and amongst the highest in England.

However, we know that there is more to do to make it easier for patients to access GP services. We will continue to work closely with practices and Primary Care Networks (groups of GP practices working together) to share learning opportunities and improve access to services in all areas of the county.”

Dr Bob Hodges, Chair of Gloucestershire Local Medical Committee, said:

“We know that patients are experiencing frustration at times and there is variation in access for a variety of reasons, but it’s essential we highlight the incredible hard work and resilience of practice staff at this time. It has been a monumental challenge to provide this number of appointments to meet such levels of need within the context of staffing and financial pressures.

There are many challenges in primary care and the pressure is unrelenting. Whether patients or practice staff, it’s important we try to understand each other’s perspective and pull in the same direction to improve what we can.”

Questions and Answers

How can I make an appointment with my GP surgery?

GP surgeries can offer appointments with a range of health professionals including a GP, nurse, clinical pharmacist, physiotherapist and others, depending on your needs.

Appointments may be face to face (in person), over the phone or online.

If you think you need an appointment at your GP surgery, you can contact them:

How is my appointment assessed (triaged)?

Your GP surgery’s receptionist (or care navigator) may ask what you need help with. This will help them decide how soon you need to be seen and help them choose the most suitable doctor, nurse or health professional to help you.

They are trained to ask the right questions to ensure your appointment is prioritised appropriately, e.g. you may receive an urgent GP appointment.

How quickly will I receive an appointment?

Patients with urgent clinical needs receive an appointment on the same, or the following, day.

Patients who do not need to be seen urgently are offered a routine appointment, usually within two weeks.

Some patients may need, or choose, to wait longer than two weeks for a routine appointment. Some of these waits may be clinically appropriate or a patient may choose to wait to see or speak to a particular GP or member of the practice team.

Why are some patients waiting longer than two weeks for a routine appointment in Gloucestershire?

It’s not only down to the significant increase in patient need since 2019.

In many practices, routine appointments with members of the practice team can be booked several weeks in advance.

Some longer waits are often for follow-up appointments for chronic and ongoing conditions, for example, six-week reviews of new medications and check-ups for conditions such as depression.

Although challenging, supporting continuity of care with the same GP and getting these appointments booked in ahead of time is more common in Gloucestershire than in some other areas. They represent a marker of good quality, proactive care and many patients choose to wait longer to see their preferred GP.

There is ample evidence that continuity of care improves outcomes for patients. It also reduces unplanned hospital admissions and use of emergency services.

What types of appointment are provided in Gloucestershire?

Practices prioritise patients according to their clinical need.

Face to face appointments, telephone calls and online consultations are all available to patients, whilst the NHS App can be used to order repeat prescriptions and view test results.

Over 394,181 appointments are delivered on average each month by GP practices across Gloucestershire. In March 2024, Gloucestershire practices provided 146,659 same-day appointments. 68.1% of total appointments were in person (face to face) with a clinician; the remaining 31.9% were conducted by phone or virtually.

Many patients choose remote appointments where it is clinically appropriate and more convenient for them as they can be less disruptive for work and personal commitments and reduce the need to travel.

How is NHS Gloucestershire supporting practices financially?

The pressures are intense and additional funding and measures to expand the existing workforce will be critical to the future of primary care (GP surgery services).

We are maximising every funding stream we can and are working with practices and Primary Care Networks (groups of practices working together) to provide support, particularly around developing a sustainable model for general practice and in areas such as telephony, recruitment and managing workload.

Planning for future levels of patient need, including championing the proactive and preventative care already underway, are key priorities for the NHS locally.

How do practices in Gloucestershire compare with other areas in terms of the number of appointments they provide?

In March 2024, Gloucestershire ranked fourth of all South West region Integrated Care Boards, with 53,165 appointments per 100,000 patients.

Gloucestershire is the best performing Integrated Care System for patient callers’ access nationally (2024 ONS Report) and has the best results in the South West for being ‘Easy to get through to practice by phone’.

Last year’s national GP patient survey showed that overall patient satisfaction rates in Gloucestershire (80%) are well above the national average (71%) and amongst the highest in England.