NHS England has a mandate commitment to ensure everyone has easier and more
convenient access to GP services including appointments at evenings and
weekends based on local evidence services are
required to address issues of inequalities in patients experience of
accessing general practice NHS England has endorsed a patient pathway approach
to addressing inequalities which has been developed by the University of East
Anglia the pathway is part of a new resource that will help commissioners
and providers consider how inequalities might arise when people are accessing
general practice services step 1 difficulties in recognising health
problems those who are for example socially isolated or with poor health
literacy may struggle to recognize health problems advertising services and
health campaigns can help patients recognize possible symptoms of ill
health and when to seek help step 2 deciding whether to seek help or not
some may be unsure if they should see someone about their problem or may not
want to be a bother others may be unsure about their entitlements or be unduly
worried about the impact of their residential status people with negative
experiences may feel hesitant about seeking help services like pharmacists
care navigators NHS one-one-one NHS Choices GP practice websites apps and
other online services can provide help and advice step 3 actively seeking help
not knowing where to find the right care can be a barrier a lack of internet
access not being registered with a GP or confusion about how the NHS works can
cause difficulties for example some older people may be less confident using
technology and vulnerable groups such as the homeless may not understand their
rights on registration with a GP others such as people who are lgbtq+ may
fear prejudice or discrimination active signposting can help people get the
right care in the right place at the right time can navigators may help
patients who find negotiating the system difficult step 4
obtaining an appointment obtaining an appointment at a convenient time can be
difficult for some who were worried about getting time off work or from
caring responsibilities access to appointments at a range of times
locations and different types can help such as appointments at evenings and
weekends in centrally-located hopes improved training for receptionists will
help to support patients in accessing the right type of appointment first time
step 5 getting to the appointment those who
rely on public transport may find access more difficult especially those in rural
areas on low incomes or with mobility issues working with transport services
may help technology and newer types of appointments such as video consultations
online consultations and phone consultations mean that traveling to
appointments is not always necessary step 6 seeing or speaking to someone and
the general brightest service communication between health
professionals and some groups may be difficult because of disability language
or cultural differences for example visually impaired patients autistic
people all those who have learning disabilities may need longer
appointments or wish to attend at a time of day when the waiting area is quieter
cultural competency training and access to interpreters will help
undertaking a health inequality and equality impact assessment will help
commissioners and providers consider equality issues in improving access to
general practice services for more information on reducing inequalities and
improving access to general practice services visit the links provided