GP surgery reverses plan to reduce opening hours thanks to residents speaking up
When a local GP practice in Coldean reduced its opening hours without consulting its patients, it left people struggling to access necessary care and support.
People were informed very late in the process and many after the reduction had taken place. Although they were offered an alternative practice, many people who were reliant on public transport had to take two different buses over a 25-minute journey. This was problematic for people with accessibility issues, carers and vulnerable people, as well as those with long-term health conditions.
People got in touch with Healthwatch Brighton and Hove to tell them about the problems this was causing.
"My mother is now totally dependent on us - she can't walk far - she can’t use the bus. The changes are not at all helpful for the elderly.”
Working with the Residents Association and the GP practice Manager, Healthwatch Brighton and Hove contacted every Coldean resident to make sure they had the opportunity to share their opinions.
Nearly a fifth (18%) of the New Larchwood GP surgery patients completed the survey, sharing their views on the change.
Problems people faced since opening times were reduced
People felt that since the reduced hours had been implemented, the service from the GP surgery had become worse. 75% of people provided negative examples of how the reduced hours had affected them. Over half thought it was harder to book an appointment (59%), with some people finding it so difficult that they gave up. In some cases, patients were not offered anything suitable, meaning they also didn’t see a doctor.
Most patients (81%) wanted to see the New Larchwood surgery stay open for longer than two mornings per week.
“The reduced hours have impacted my mental health greatly: I have become more fearful. Due to my mental health condition, I am unable to take a bus and correctly find the stop I need.”
“I can rarely get an appointment due to the poor opening hours at New Larchwood Surgery … hours should be increased especially now that a huge housing development with hundreds of new apartments is being built.”
Many people stated how they would have to rely on public transport to get to the alternate surgery and the problems that this then caused as a result.
“I have found the changes extremely detrimental! I have been enduring bipolar mixed episodes, worsening anxiety and agoraphobia. Now it's not possible or financially viable for my husband to leave work and get me there. I've continued to struggle because seeing a GP is too mentally difficult for me now.”
“I am a single mum of two and do not drive. Moving here, the idea of a doctor’s two seconds from my door was amazing and so useful. Now having most appointments in Carden surgery, it has changed massively. I now have to be cautious when booking as I have one child in school also and the buses are not always accurate when leaving to pick her up. I was extremely ill not long ago and because of Covid I didn’t feel comfortable getting on a bus in that state.”
Better opening hours and reassurance for the future
Using these findings, Healthwatch Brighton and Hove held a public meeting with the GP practice partners and local NHS leaders so they could hear first-hand about the impact of this change on people's experiences.
Thanks to everyone who shared their views with Healthwatch Brighton and Hove, the New Larchwood GP surgery returned to offering appointments four days a week. This also included a nurse’s clinic which had been specifically requested by patients in their feedback to Healthwatch.
This change means those with long-term health conditions have better continuity of care and that those with accessibility issues don't have to struggle with travel to see a GP.
Not only has this change given more opportunities for the 2,143 registered patients to access the care they need, but it has also had other long-lasting effects, such as:
- More regular communication between the GP surgery and its patients.
- A commitment to revive the practices Patient Participation Group, which gives patients a say in how the GP can provide a better service.
- A commitment from partners at the practice to recruit more GPs.
- A commitment from the Clinical Commissioning Group that the surgery will not be closed in the future, giving patients reassurance in their local services.
Have your say
Speaking up about your care makes a difference. Whether good or bad, it’s really important that you share your experiences with us. Remember, your feedback is helping to improve people’s lives. So, if you’re ready to tell your story – we’re here to listen.
