Summary of report content
Healthwatch Devon, Plymouth and Torbay produced a report to explore issues around accessing GP Services from Beacon Medical Group services in Plymouth. A survey ran in September 2021 and was completed by 253 respondents.
• 90.8% of respondents who had called the surgery in the last four months felt they waited in a queue for a long time to speak to someone; of these respondents, 48.67% said they waited longer than 30 minutes.
• 35.0% of respondents found the online consultation process “not easy” or “not so easy” to use, and 40.4% found using it “easy” or “fairly easy.” 23.6% found other online services (e.g. booking appointments, repeat prescriptions) “not easy” or “not so easy” to use and 48.8% found other services “easy” or “fairly easy” to use.
• After using the surgery’s online consultation process, 75.2% of respondents said they were contacted by the time specified by the surgery and 24.8% said they were not.
• 83.9% of respondents receive information and messages from the surgery; the most common method of receiving messages is via text/SMS (93.3% of respondents). 69.3% of respondents felt that communications from the surgery met their needs and 30.7% felt they did not.
Some action points were recommended in the report.