What you said about accessing primary care in the future

During the coronavirus pandemic, GP and primary care services changed significantly.

From a service that relied on face-to-face appointments to one where phone and video calls became the main way to access the help you needed.

In May 2020, we asked people in North Tyneside what they wanted to see in primary care services in the future. People told us about using digital technology to have some consultations and appointments as well as what people want to see in a triage process. This work is very timely given the ongoing coronavirus restrictions and the Department for Health and NHS England’s plans for using triage and technology into the future.

People told us:

Triage

• A trained healthcare professional should do the triage and it should be focused on health needs not the availability of appointments.
• Most people would be happy to be triaged to receive care from an appropriate healthcare professional based on an assessment of their needs as it would save the NHS money and get them better care. However, some people felt they should be able to speak a GP if they wanted to.
• There should be no benefit to contacting a surgery by phone, online or at the practice.

Phone, video and face-to-face appointments

• Getting care and support by phone or video would be appropriate depending on the issue, but face-to-face care is often still seen as the best.
• Timeliness of care is important so many people would happily have an appointment by phone or video if they were seen more quickly.
• Not everyone has the technology, can use technology or would be confident or able to have appointments by phone or video.
• Face-to-face appointments are still very important to many people and are the only way certain health issues can be discussed.
• Using technology is much more convenient for many people as well as being seen to save money for the NHS.

Overall

• It would be good to use similar approaches across all practices in North Tyneside rather than a ‘postcode lottery’.
• People want clear communications about how they access urgent and emergency care and primary care and the different ways you can access each service.

This information is being used by North Tyneside Clinical Commission Group, Primary Care Networks and GP practices in North Tyneside to help develop their services for the future locally.

You can read our detailed insights report here.

This information is being used by North Tyneside’s Clinical Commission Group, Primary Care Networks and GP practices in North Tyneside to help develop their services for the future locally.

Share your views on health and care during the coronavirus outbreak

We continue to gather people’s views and feedback about primary care and we are interested in tracking any changes as the coronavirus pandemic progresses. Click here to share your views.