Improving access to GPs in Wolverhampton: An evaluation of phone and website booking systems

In response to concerns about access to GP services in the city, Healthwatch Wolverhampton has been tracking the quality and consistency of GP phone booking systems over time and reporting on areas of improvement.

During their 2023 investigation, they phoned all GP practices in Wolverhampton to see if they had made it easier for people to book appointments and access services since their 2022 investigation. They also asked local people about their experiences 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.

The project report includes detailed recommendations to help improve access to GP services, including offering a wide variety of appointment booking methods to meet people’s needs, including those with a disability, impairment of sensory loss; improving website to make it easier for patients to book appointments, and better communication with patients.

Healthwatch Wolverhampton presented their findings to Wolverhampton’s Health Scrutiny Panel in January 2024 and shared their report with PCNs along with their individual practice data, to ensure they improve the experiences of their patients.