Spotlight on GP services in Kent shows getting a doctor's appointment is the most challenging

Contributed by editor on Mar 15, 2019 - 07:50 AM


Patient organisation, Healthwatch Kent, has today published a report detailing the feedback they have heard from Kent residents about GP services.

365 people have shared their stories with Healthwatch Kent since April 2017. They have shared 394 negative stories compared to 129 positive experiences.

For example,

“I am hard of hearing and find using the telephone difficult, so I have to go into the surgery to make an appointment. I went 3 mornings in a row at 8:30am to get an appointment but it was fully booked.”

“I arrive at the surgery at 7:30am to try and get an appointment and there are already 19 people waiting.”

“I have called the practice 132 times to try and get my tests results following a mini stroke.”

“I normally wait 4 weeks for an appointment.”

The key issues they heard include:

• Waiting times & difficulties getting an appointment
• Quality of treatment
• Staff attitudes & customer service
• Complications with referrals
• Medicine management
• GP closures & mergers

Healthwatch’s Steve Inett said: “We hear from people about GPs almost every day.

"The feedback clearly shows that something needs to change so we have asked each Clinical Commissioning Group in Kent to tell us how they plan to improve people’s experience of GPs and ensure people can receive the care they need locally.”

You can read all the feedback in the report which is available on the Healthwatch website

Residents can share their stories with Healthwatch Kent at any time for free on 0808 801 0102, email, or complete an online feedback form at

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