The NHS’ quality of care is under fresh scrutiny, after more than 134,000 written complaints about GPs were made last year, with communication issues, a lack of compassion and staff attitudes driving the deluge.
The data shows record numbers of patients are so unhappy with their experience they have felt compelled to lodge their concerns about how difficult the system is to navigate – and their fears that it could put them at risk of developing serious health complications.
Medication errors, impaired decision making and treatment delays were among the most common issues raised, according to data shared by NHS digital.
Around one in ten highlighted reduced attention and rude and disrespectful behaviour – with experts speculating that workload is contributing to unacceptable errors in judgement.
Here, the Daily Mail reveals how likely you really are to be able to get an appointment over the phone – and the level of care you can expect if you get through…
Almost half of the public now avoid or delay contacting their GP, surveys suggest, as a result of falling numbers of family doctors and worsening standard of care.
A damning survey last week revealed that elderly patients are being forced to book appointments online, against NHS rules – which say there must be a range of booking methods.
Since 2017, almost a quarter of GPs have left the NHS. In June last year, there were just 28,000 fully qualified full-time equivalent GPs, 1,000 fewer than in June 2017.
This means there is now only one GP per 2,200 patients, an increase of 70 patients per doctor since 2020.
The numbers also reveal a stark postcode lottery – making it almost impossible to see a GP in some of the country’s most deprived areas where demand is highest.
The values represent the percentage of patients who rated their overall GP experience as ‘Poor’ and ‘Very Poor’ in the survey.
Not all GP surgeries returned data for the survey so some practices will not be displayed.
Re-engage, a charity which works to tackle loneliness in old age, warned last week that it’s becoming increasingly difficult for elderly people in particular to see a GP.
Despite NHS contracts requiring all practices to allow patients to book appointments over the phone or in person, a third of patients over the age of 75 are being forced to submit online forms if they want to see a doctor, the survey revealed.
Some patients reported being forced to choose between online forms and talking to an AI chatbot over the phone – both of which they felt unable to navigate alone.
It means vulnerable people are being forced to self-medicate, turn to overcrowded A&Es or simply left hoping symptoms will resolve on their own.
Critics are now calling for surgeries to be penalised if they are found to be flouting contract requirements that are in place to protect equality.
The report, Care on Hold, asked 926 older people about their recent experiences of accessing GP services.
It found that the loss of GPs and face-to-face appointments has resulted in an increase in feelings of inadequacy and rejection among patients.
Jenny Willott, chief executive of Re-engage, said: ‘Many older people are being pushed toward digital routes they cannot easily use.
‘At the same time there is strong and consistent demand among people aged 75 and over to be able to see a GP face to face.’
She added: ‘Digital tools and AI can play a role, but they cannot replace human contact, which is often a vital lifeline for older people who are lonely or socially isolated.
‘When access to in-person care is reduced, some older people feel increasingly cut off from the support they rely on.’
It comes as the Government promised to boost access to family doctors in England through a new GP contract, backed by a £485million investment.
Since October, GPs have been required to keep online booking systems open all day – from 8am to 6.30pm.
The change was intended to improve access and end the 8am telephone battle for appointments.
But critics say it has added to the NHS workload, pushing up waiting times and axing appointment length times to make time for triaging.
To deal with the increased demand, some surgeries have extended staff hours – meaning some are being paid just 30p a day for every patient registered with them.
Others are now using AI to triage requests and free-up staff time.
In some instances, this has lead to a breakdown in communication, with patients left unsure of what the next steps are or even how to book an appointment.
Maureen, 88, is just one of the hundreds of elderly patients who has been left in limbo, despite suffering from a suspected thyroid problem.
She said: ‘Trying to get a doctor’s appointment is a nightmare. You have to call at 8am and after hanging on you are eventually told all the appointments have gone and to call back the next day.
‘It’s like an endless road.’
Maureen, 88, suffers from a suspected thyroid problem and has said asking for a same-day appointment is like ‘asking for the moon’
In response, an NHS spokesperson told the Daily Mail: ‘While online booking forms offer patients an additional way to access care, they are not a replacement for traditional methods, and all GP practices are contractually required to allow patients to book appointments by phone or by attending reception in person.
‘We have upgraded thousands of GP telephone systems, and by expanding the hours for submitting initial online requests we are freeing up phone lines for those who prefer to make an appointment by phone.’
In February this year, the Government promised to improve access to family doctors in England through a new contract which mandated all patients with urgent needs to have access to a same-day appointment.
But Professor Victoria Tzortziou Brown, Chair of the Royal College of GPs, believes the pressure GPs face as ‘the front door of the health service’ face is unsustainable.
‘It is worrying to hear that some patients are delaying or avoiding seeking care because they think getting an appointment will be difficult,’ she said.
‘GPs are working harder than ever, but we recognise that too many patients are still waiting too long for appointments or are anxious that they won’t be able to get the care they need when they need it.
‘GPs and our teams are just as frustrated as our patients when they can’t access our care.’
