Making GP appointments more accessible in Easingwold
Across the county, people have told us that support does not always carry across healthcare appointments or between staff. This reflects experiences from a range of NHS services, including dentistry, hospitals and GP practices.
In our work on making health appointments work for everyone, we heard that barriers are not always obvious. They can be about communication, language, confidence, sensory needs, or simply not knowing that support is available and adjustments can be made for those who need them.
People tell us that they are not always asked what support they need, that they must repeat the same information, and that adjustments are not always carried across appointments or staff. Some are not aware they can ask for changes.
For some, this makes it harder to access care. For others, it can put them off seeking help altogether.
This is where changes like the example below are making a difference.
What’s happening at Millfield Surgery
Millfield Surgery has built a more consistent way of identifying and recording people’s needs, while keeping the personal approach that many patients already value.
For new patients, the practice asks about support needs and communication preferences when they register. For existing patients, this is picked up during appointments and reviews, so information is built up over time rather than all at once.
The aim is simple. Once something is recorded, it is visible to all staff.
This means people do not have to keep explaining the same thing, and support does not depend on who they happen to see, offering reassurance to patients that even if they see a different doctor or nurse, they won’t have to repeat themselves.
This is what reasonable adjustments look like in practice. They are small, practical changes that help people access care in a way that works for them, and under the law, health services are expected to make them where needed.
What this looks like in practice
The GP practice has introduced several changes to make access easier and more consistent.
This includes offering longer or more flexible appointments, providing quieter waiting areas, sharing information in different formats, and making small changes to the environment where needed.
There is also access to interpreter support, and staff know how to arrange this when needed for people where English isn’t their first language.
These are simple changes, but they can make a big difference. Having more time, a quieter space, or support with communication can make it much easier for someone to attend an appointment and feel understood.
What difference this is making
For people, this kind of approach can make a big difference.
It means not having to repeat yourself every time you contact the practice. It can help appointments run more smoothly. And it can make it easier to get the care you need in a way that works for you.
It is also about feeling listened to and understood, not just treated.
Why this matters
Across North Yorkshire, people have told us that GP practice care does not always work for them, especially when they need extra support.
This example shows how one practice is addressing issues people have raised more widely across GP services.
It also shows how small, practical adjustments, when applied consistently, can improve people’s confidence in accessing care.
This article is based on information shared by Millfield Surgery about how they support patients who may need additional help accessing care.
