Making GP appointments more accessible: a local example from Easingwold
In our work on accessible healthcare, we hear that barriers are not always obvious. They can be about communication, language, confidence, sensory needs, or simply not knowing that support is available.
People tell us things like:
- they are not always asked what support they need
- they have to repeat the same information
- adjustments are not always carried across appointments or staff
- they 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.
One GP practice in North Yorkshire is now trying to change that.
What’s happening at Millfield Surgery
Millfield Surgery is building 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.
It is a shift from relying on individual staff knowing patients, to making sure information is shared so support is consistent across the whole practice.
What this looks like in practice
The practice has introduced a number of small 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
- making small changes to the environment where needed
There is also access to interpreter support, and staff know how to arrange this when needed.
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.
Why this matters
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’s also about feeling listened to and understood, not just treated.
It also shows how small, practical adjustments, when applied consistently, can improve people’s confidence in accessing care.
What we’d like to see next
This is the kind of change people have been asking for.
We know there is already good practice happening in different places, often because staff know their patients well. The challenge is making this consistent, so people have a similar experience wherever they go.
From what we hear, it is important that:
- people are routinely asked about any support they need
- this information is clearly recorded and shared across teams
- people are told what adjustments are available and how to ask for them
- changes are reviewed over time, as people’s needs can change
We would like to see this kind of approach used more widely, so people receive the same level of support across GP practices.
We will continue to share what people tell us, and highlight where things are working well, as well as where improvements are still needed.
This article is based on information shared by Millfield Surgery about how they support patients who may need additional help accessing care.
