Extended access service

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Summary of report content

Healthwatch Portsmouth undertook research to understand if local people were aware of new arrangements for extended access to GP surgeries and their experience of using the service.  They undertook a survey between March and October 2019 to which 592 people responded.

Nearly nine in ten people who responded were not aware of the new enhanced access service.  Seven in ten said that it is important to see their regular named GP. This may mean that there is a resistance to go to a different surgery, to see a GP other than their known GP.

Over two in five said that they were not happy to go to an alternative surgery to see a GP.

The pressures on Portsmouth QA Hospital’s A&E have grown, as demonstrated in waiting times reports.

There has been a failure in the service promotion, advertising, and communication to Portsmouth residents. Due to the poor quality of information and limited promotion of the new EAS service It has not been conveyed to the public that there is a new service they can use; out of hours, same day, and for routine appointments, as an alternative to attending the QA Hospital A&E Department. Patients and public are, as in the hypothesis, not informed and therefore unable to change their decision making and behaviour in the use of A&E services.

The report contains 5 recommendations about better publicising the new extended access service.

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General details

Report title 
Extended access service
Local Healthwatch 
Healthwatch Portsmouth
Date of publication 
Wednesday, 23 June, 2021
Date evidence capture began 
Friday, 1 March, 2019
Date evidence capture finished 
Thursday, 31 October, 2019
Key themes 
Communication between staff and patients
Continuity of care
Information providing

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Primary care services 
GP practice
Urgent and emergency care services 
Accident & emergency
Urgent care services

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not known

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.