GP Access - Beacon Medical Group Plympton surgeries

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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.

Key findings

• 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.

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General details

Report title 
GP Access - Beacon Medical Group Plympton surgeries
Local Healthwatch 
Healthwatch Devon
Healthwatch Plymouth
Healthwatch Torbay
Date of publication 
Monday, 7 March, 2022
Date evidence capture began 
Monday, 6 September, 2021
Date evidence capture finished 
Monday, 18 October, 2021
Key themes 
Booking appointments
Communication between staff and patients
Digitalisation of services
Information providing
Service delivery organisation and staffing

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
If this work has been done in partnership, who is the partner? 
Beacon Medical Group and NHS Devon Clinical Commissioning Group
Primary research method used 

Details of health and care services included in the report

Primary care services 
GP practice

Details of people who shared their views

Number of people who shared their views 
Age group 
All people 18 and over
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? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

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.