Healthwatch position on GP access
Healthwatch England has recently set out its position on improving access to GP services.
Access to general practice remains the most common issue people contact Healthwatch about. In the past two years alone, the Healthwatch network has received more than 139,000 pieces of feedback about people’s experiences of using GP practices.
While people are generally happy with the quality of care once they see a GP or another health professional, getting an appointment can still be difficult. The ‘8am rush’ remains a barrier, with people often waiting a long time on the phone or finding that appointments have already gone by the time their call is answered. Experiences of online booking systems have also been mixed, with some people reporting that systems are switched off during the day or that they cannot use them because they do not have access to digital services.
Access also does not work equally well for everyone. People with additional communication needs can face extra barriers, and areas with higher levels of deprivation often have fewer GPs per head of population.
In North Yorkshire we regularly hear similar concerns from people about getting through to their practice, long waits for routine appointments and difficulties using online systems. These challenges can be more noticeable in rural areas, where longer travel times and limited public transport can make accessing healthcare harder. We also hear from people relying on friends and family to give them lifts, or going without care because they can't afford taxis.
Healthwatch England has highlighted a number of changes that could help make GP services easier to access and work better for patients.
Key recommendations by Healthwatch
The Healthwatch network is calling for improvements to make GP services simpler and fairer to access. This includes:
Make booking easier and fairer
GP practices should always offer different ways to book appointments (online, phone and in person), to make access fair regardless of digital skills or working hours.
Be transparent about booking, response times and opening hours
Practices should inform patients they have a choice of appointment booking methods during core hours (8am-6.30pm). They should also make clear how soon they aim to respond to people for urgent and non-urgent requests and how patients should follow up if they get no reply. This information should be easily understood and made available in reception and waiting rooms and on GP websites.
Give people a real choice
Patients should be able to express a preference between face-to-face and remote appointments and practices should strive to meet these, especially for people who can’t take calls at work. People should also be able to ask to wait longer to see a preferred clinician for ongoing conditions and be able to arrange these without having to call back another day.
Tackle barriers for specific groups
Practices should identify, record and meet the communication needs of disabled people and people with sensory impairments at registration and when booking, as part of their requirement to adhere to the Equality Act and follow the Accessible Information Standard. They should also arrange interpreters for people who do not speak English, according to NHS England statutory guidance.
You can read the full Healthwatch England position - and evidence here:
https://www.healthwatch.co.uk/news/2026-03-11/our-position-gp-access
Healthwatch action
We have continually shared what people tell us about GP access with national and local decision makers. This includes the practical barriers people face when contacting practices and navigating triage systems. Triage means quickly assessing patients to decide who needs help first and what kind of care they need. We have also highlighted the need to improve access without widening inequalities.
Following the Healthwatch England report on the choice gap in 2025, we worked with the GP Patient Survey team to inform a trial of a new question about the choices available to patients, which may be introduced into its future annual survey.
After continually raising issues about GP online consultation systems being switched off, the Government introduced contractual changes requiring practices to allow patients to request appointments online throughout core working hours from 1 October 2025, alongside other booking routes.
Healthwatch were also consulted by the Government on the 2026 to 2027 GP contract. Details of the new requirements that will come into effect from 1 April 2026 are set out in a blog published in February 2026, which explains how Healthwatch pressed for clear communication and clarity for the public about how these should be implemented in practice.
Listening to people in North Yorkshire
Healthwatch North Yorkshire will continue to share what people tell us about accessing GP services with local NHS organisations to help inform improvements.
If you have experiences of using GP services that you would like to share, you can contact our team on 01423 788 128, email hello@hwny.co.uk or complete our feedback form. You don't have to leave your name, and what you tell us won't affect any care. You can also leave feedback on behalf of someone you support.
