Patient satisfaction with GP services improved over the last year in spite of the restrictions imposed by the pandemic, according to the latest findings of a major annual survey.

The proportion of patients saying they had a good experience of making an appointment increased from 65% to 71%, according to the NHS GP Patient survey. Practices have faced extended criticism because of the big switch to phone consultations forced by the pandemic.
But the survey found a slight increase in the numbers of patients saying the health professional they spoke to treated them with care and concern (88%) and gave them enough time (89%). It also found a significant number of people who avoided making an appointment because of the pandemic. 42% said they deferred making an appointment with more than a third of these citing the risk of the virus or not wanting to put a further burden on the NHS.

Beccy Baird, from think-tank the King’s Fund, said: “The GP patient survey shows that despite the huge pressure on GPs at the beginning of the year, patients reported increased levels of satisfaction. Over 95% of people said that they had confidence and trust in the person caring for them at their last appointment, and five in six said they had a good experience using their GP practice. This is reassuring but these results are not spread evenly, with people living in more deprived areas more likely to report negative experiences.

“Over 40% of people avoided making appointments, in many cases to protect the NHS or because they were worried about catching COVID-19. As this pent-up demand starts to come back into the system many GPs, and other parts of the health and care system, are facing a capacity crunch. The Government and NHS leaders need to consider how general practice will be supported to work with other NHS and care services to make sure that people continue to be able to access the care they need.”