Has access to GP services improved?
Since 2023 several changes have been made to primary care in Dudley borough, we explored if these changes are making a difference to people's experiences of accessing GP services.
Summary
In 2023, over 1,000 people shared stories that highlighted significant inequality of access. Since then, several changes have been introduced, including the Dudley GP Practice Charter, the Pharmacy First service, and the Modern General Practice triage model.
Our new research, involving over 840 pieces of feedback, explores whether these changes are making a difference to patient experiences
Key findings
- Digital barriers remain: 35% of comments described being pushed toward online booking, with some patients being told telephone or in-person booking is no longer an option.
- Low Charter awareness: Although all 41 practices have signed the Dudley GP Patient Charter, only 14% of people have actually seen and read it.
- Pharmacy First is known but complex: While 74% of people have heard of the service, many reported a "back and forth" frustration between the pharmacy and their GP.
Has anything changed?
Since our initial report, the Modern General Practice model has been implemented borough-wide, moving away from "first come, first served" to a system where all requests are triaged by clinical need.
Additionally, Pharmacy First now allows patients to get treatment for seven common conditions directly from their local pharmacy to help free up GP appointments.
While these systems aim to improve capacity, our findings show that more work is needed to ensure information is clearly communicated and that patients who are digitally excluded are not left behind.
Downloads
If you need the reports in a different format, please email hello@healthwatchdudley.co.uk or call 03000 111 001.
File download
Follow Up Exploring Access to GP Services in Dudley Borough
"My 82 year old mother was refused an appointment to her face and sent away to use the online form."
