Practices praised for delivering record numbers of appointments

November 2023 was the busiest November ever for general practice, according to NHS England, and this highlights the enormous pressure on GP services.

The number of appointments was 30% higher than before the pandemic, and almost 70% of appointments were in person.

NHS England Director for Primary Care, Dr Amanda Doyle, said: “GP teams are carrying out record numbers of appointments for patients. This is incredible progress from hardworking teams across the country and we are determined to make it easier to access services around people’s busy lives.”

However, the Royal College of GPs highlighted a continuing decline in the number of fully qualified GPs. Chair, Professor Kamila Hawthorne, said: “GPs and our teams had their busiest November on record last year, delivering more than 31 million appointments – a 30% increase on 2019, yet with 646 fewer fully qualified, full-time equivalent GPs. These latest figures show that GPs and our teams are working harder than ever to make sure patients receive the care and services they need under really difficult circumstances.”

Staff reduced to tears by abuse

The Workington Practice in Cumbria, caring for 33,000 people, has commented that its staff are being reduced to tears by patients’ bad behaviour. The practice has warned that aggressive behaviour towards staff or abuse on social media may lead to patients being removed from the list.

It has already stopped people commenting on its social media posts because of the level of abuse. It says it’s “hugely concerned” about the welfare of its staff and fears losing good members of the team due to the abuse.

In a statement, it commented: “Over recent weeks we have had a number of our front-line team members who have been upset and brought to tears due to the actions of patients who are raising their voice, shouting, swearing, making rude gestures or showing abusive behaviour.”

Practices struggle to find time for improvement programme

GP leaders have warned that some practices don’t have the capacity to take advantage of a programme aimed at helping them improve the management of their services.

The General Practice Improvement Plan is part of NHS England’s recovery plan for primary care and, so far, 1,200 practices have taken part in the programme.

But a GP magazine has found that at least 17 integrated care boards have reported problems with participation, with practices being unable to commit to lengthy training programmes.

The Royal College of GPs Chair, Professor Kamila Hawthorne, said: “It’s both ironic and concerning to hear that an initiative introduced to assist GP teams to improve patient access can’t be fully utilised because of the fundamental shortfalls we’re facing in workforce and capacity.”

Practice bans mobile phone conversations on its premises

The Victoria Gate Surgery in Taunton has warned that medical staff may end appointments if patients take or make calls on their mobile phones during consultations, and that patients are causing a nuisance by holding loud conversations in waiting areas.

Senior Receptionist, Amanda Foster, told the Somerset County Gazette: “They take phone calls and are generally loud, even though we have signs up. Some patients even take calls when they’re in consultations with doctors and they have been asked to go outside.”

Increase in practice staff numbers

During the last year, general practice administrative staff numbers have increased by 1,711, according to NHS England.

The 2.3% increase is compared with a 5.5% increase in staff who are involved directly in patient care but are not doctors and nurses. Nurse numbers increased by 1.2% over the year, while doctor numbers grew by 1.8%.

Crisis support for practices as they face “tipping point”

The county of Kent is trying out ways of providing support to practices calling a black alert.

The local medical committee has reported that services are at a “tipping point”. Black is the highest level of alert when a practice is unable to cope, and the new support is being designed by the integrated care board and the local medical committee.

LMC Chair, Dr Gaurav Gupta, said: “If communities across Kent and Medway want a safe and accessible NHS general practice service then we need the Government to increase funding and reduce administrative burdens. This will enable general practice to get the desperately required workforce and infrastructure in place and allow us to provide decent healthcare services to our patients.”

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