Phone, video, visit? Themes emerge in GP access discovery

Technology is also encouraging more young women and middle-aged men to book appointments – but GPs in short supply

18 March 2022

More people are using GP services remotely due to COVID-19 © Anna Shvets/Pexels

CDPS is running a discovery project, commissioned by Digital Services for Patients and the Public, to learn about people’s experience of accessing GP services in Wales.  

Why we’re doing this research  

The COVID pandemic rapidly sped up changes to the way people use GP services, especially online. Now is a good time to find out how these changes have affected people using and providing those services. 

The discovery project’s findings will help shape the development of public-facing digital services for GP practices in Wales and identify ways to improve access. 

What we’ve done so far 

The team has interviewed: 

We interviewed small samples of patients and clinicians, carefully chosen for a mix of characteristics. We approached GP practices of all sizes, in both urban and rural settings, across all health boards. From the interviews, we’ve identified emerging themes.

What we’re asking people 

We are asking people who’ve recently used GP services things like: 

We’re also speaking to GP practice staff about their view of how people access their services: what is working well and what needs to improve.  

We are speaking to GP practice staff and service users to find out what’s working well and what needs to improve © Tima Miroshnichenko/Pexels

What we’re discovering 

We have more interviews to complete, but themes are already emerging.

We’ve learned that:

What next?

During the next project phase, we will:

Email Hannah Pike, delivery manager on the Primary Care Pathfinder, with questions about this project.

Follow us on Twitter (@CDPS_cymru) and LinkedIn for more updates

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