Making GP appointments more accessible: a local example from Harrogate
People have told us that GP practice care does not always meet their needs, especially when they need extra support. What often makes the biggest difference is whether care adapts to the person in front of them, rather than expecting everyone to access it in the same way.
Through our work on reasonable adjustments and accessible healthcare, people have told us that support does not always work in a way that fits around their lives. Sometimes it is about access. Sometimes it is about continuity. And sometimes it is about feeling known and understood.
This reflects something we hear consistently: people want to be recognised as individuals, rather than having to fit into something that does not work for them. Carers have also told us they do not always feel recognised or supported.
People have shared experiences like:
- finding it difficult to get through or book appointments
- not always seeing someone who understands their situation
- having to explain their circumstances repeatedly to different staff, despite being told it is recorded
- struggling to access care if they do not have a fixed address or stable situation
For some people, these barriers can lead to a mix of frustrating experiences or missing out on care altogether.
We also know that communication needs, such as language barriers, needing an interpreter, or requiring information in a different format, can make accessing care more difficult if they are not recognised early.
This is where changes like the example below can make a difference.
What’s happening at Spa Surgery
Spa Surgery is taking steps to provide more consistent and joined up support for people who may need extra help to access care.
The practice has developed a more structured approach to supporting people with a range of needs, including those with learning disabilities, serious mental illness, and people in more complex or unstable situations, such as those experiencing homelessness.
The aim is to make sure support is built into how the practice works day to day, rather than relying on needs being picked up as issues arise.
This is a shift from expecting people to navigate care on their own, to adapting support around people’s individual circumstances.
What this looks like in practice
The practice has put a number of things in place to make access easier and more consistent.
This includes:
- making sure people know who their usual GP is, helping build familiarity and trust
- setting aside time for home visits and support for care homes
- offering dedicated appointments for people who may need more time or support
- providing flexible options, including seeing people at home where needed
There is also a focus on reaching people who may not access care in the usual way.
For example, the practice runs a drop in health service for people experiencing homelessness, bringing care to people rather than expecting them to come to the surgery. This helps remove some of the practical barriers that can prevent people from accessing care in the first place.
Making it easier to get in touch
We have heard how difficult it can be for some people to get through by phone or use online tools to manage their care or book appointments.
To help with this, the practice has:
- a priority phone list for people who may need quicker or easier access
- options to order medication by phone for those who cannot use online services
- support sessions to help people learn how to use digital tools like the NHS App
They also adjust appointments and the environment where needed, such as offering quieter spaces or more flexible timings.
Simple changes like allowing more time, offering a quieter space, or arranging communication in a way that works for someone can make it much easier to access care and feel understood.
Support beyond the GP
The practice also offers access to other types of support, recognising that people’s needs are not always just medical.
This includes:
- a social prescriber, who can help with things like housing, finances or loneliness
- mental health practitioners working within the practice
For some people, this can make it easier to talk about what is really going on, rather than trying to fit everything into a short GP appointment.
It also means people can be supported with the wider factors affecting their health, not just the immediate symptoms they come in with.
Bringing this support into the practice helps create a more joined up approach, where people do not have to navigate different parts of care on their own or repeat their situation to multiple services.
Why this matters
For people, this kind of approach can make a real difference.
It can make it easier to get through to someone, and to see someone who understands your situation. It can also reduce the need to keep repeating the same information.
For those in more vulnerable situations, it can be the difference between accessing care and missing out altogether.
It also shows how small, practical changes, when applied consistently, can improve how people experience care.
What we would like to see next
This is one example of how care can respond to what people are telling us.
From what we hear, it is important that:
- those providing care recognise that not everyone can access it in the same way
- support is built into everyday practice, not just offered when things go wrong
- people are not excluded because of their circumstances
- there is a consistent approach, so people know what to expect
We would like to see this kind of flexible, person focused approach used more widely, so people receive the same level of support wherever they access care.
We will continue to share what people tell us about their experiences, and highlight where changes like this are making a difference.
We will also continue to highlight where barriers remain, including around communication, interpretation and access, to help ensure improvements reflect the full range of people’s needs.
This article is based on information shared by Spa Surgery about how they support patients who may need additional help accessing care.
