What we've heard about remote consultations and the drivers of frustration in GP access

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Summary of report content

Healthwatch Surrey reviewed over 200 stories about people’s experiences of remote consultations that were shared with them between June 2020 and March 2021. - 58% related to GP services - 28% related to hospitals - A small number each from a wide range of other service types, including clinics, dentists and mental health services.

They heard broadly equal numbers of positive, neutral and negative experiences during this time.  The report explores factors in positive and negative experiences of remote appointments, problems accessing GP appointment, including total triage.

The report includes four recommendations.

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General details

Report title 
What we've heard about remote consultations and the drivers of frustration in GP access
Local Healthwatch 
Healthwatch Surrey
Date of publication 
Thursday, 28 October, 2021
Date evidence capture began 
Monday, 1 June, 2020
Date evidence capture finished 
Wednesday, 31 March, 2021
Key themes 
Booking appointments
Digitalisation of services
Health inequalities
Service delivery organisation and staffing

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
User stories
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
Secondary care services 
Inpatient care

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? 
Not known
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.