Improving access to GPs in Wolverhampton: An evaluation of phone and website booking systems
This report presents findings from our most recent investigation during October and November 2023. We asked local people about their experience of using GP websites, to understand if GPs are using digital technology to make it easier for patients to book appointments and use their services.
This report follows on from our previous reports, published in December 2021, June 2022 and May 2023, to understand if patient access to GP appointments in Wolverhampton has improved over time.
Key findings
Booking by phone:
- Many people prefer to book appointments by phone, even if they have to wait to speak to someone.
- Although more GP practices are using call-waiting phone systems since December 2022, the waiting time for calls to be answered had increased for many GPs.
GP websites and digital options:
- Not all GP websites provide booking for appointments, and not all types of appointments can be booked online.
- Digital booking systems are often poorly designed and can be hard to use.
- People aged over 65 are less likely to use GP websites to book appointments.
- People would like more support from their GP practice on how to use the website, particularly how to book appointments.
- People whose first language is not English need information and support in other languages.
The report was presented to Wolverhampton's Health Scrutiny Panel in January 2024, and findings about individual GP practices have been shared with Primary Care Networks to encourage improvements across all their GP practices.
Read our report
If you would like this report in a different format, email info@healthwatchwolverhampton.co.uk or call 0800 246 5018.
