1. People and staff Patients said: A named GP is valued
All health care professionals, including practice nurses and others, are appreciated.
The role of nurse practitioners should be developed.
GP skills should be used and developed to provide alternatives to hospital care.
Skills could be shared across practices and localities.
Primary Care Access Engagement – themes from patient engagement

2. Access to appointments and services
Patients said:
Making appointments needs to be easier – no ringing at 8 am or queuing outside surgeries. Reception services should be less intrusive, e.g. no questions about medical conditions.
There should be appointments available in the evenings and on Saturdays.
Provide sufficient time for consultations, listen and provide advice.
The use of and text reminders, on-line booking and telephone consultations is helpful.
Tests, such as blood tests, should be done at the same time as they visit their GP
Primary Care Access Engagement – themes from patient engagement

3. Information Patients said:
There needs to be more and clearer information about:
Conditions and diseases
Self-care; and
What services are available, e.g. a service directory.
All health professionals who may deal with the patient, including out of hours or for urgent care, should have access to medical records.
Primary Care Access Engagement – themes from patient engagement

4. Location and environment
Patients said:
Services should be local.
Premises need to be easy to access and disability friendly.
Car parking and public transport links need to be available.
Dignity and privacy need to be taken into account.
Primary Care Access Engagement – themes from patient engagement

5. Other services Patients said they would like to see:
A one-stop shop.
More female doctors.
GP specialisms available within practices.
Minor operations.
More hospital services available in the community.
More services provided locally, possibly across practices.
More promotion of pharmacies in primary care. Valued for their community locations, expertise, advice, prescription collection and delivery and opening hours.
Local treatment rooms.
Screening and monitoring.
Ophthalmology, including eye tests.
Primary Care Access Engagement – themes from patient engagement

6. Patients said: Urgent care
There should be easy access to appointments for urgent treatment.
Walk-in centres are valued in addition to their own surgeries.
Consider ‘sit and wait’ appointment systems.
Primary Care Access Engagement – themes from patient engagement

7. What needs to change Patients said:
111 – needs clinical triage at first call, needs to give better information, process is too slow when patients are worried.
Difficulty in getting access to appointments.
Lack of information on services, e.g. out of hours.
Improve access to dental care.
Primary Care Access Engagement – themes from patient engagement