Modern General Practice Access: What People Across Our Region Told Us
Introduction
Together, we gathered honest feedback from hundreds of residents, people in warm spaces, libraries, community centres, foodbanks, GP practices and many places in between.
This joint report brings all of that insight together, showing what’s working well, where people are still struggling, and what would make accessing GP care clearer and fairer.
'Many people reported never being offered Extended Access appointments, even where they existed.'
Executive Summary
People across our region are using a growing number of ways to get help from primary care, including the NHS App, Pharmacy First, GP practices and evening and weekend Extended Access appointments.
Many people told us they appreciate having more choice, and 59% (178 people) said they found it easy to access their GP. However, experiences vary, and some people continue to face long waits, uncertainty and confusion.
Awareness of newer services is still developing. For example, 80% (248 people) who had recently contacted their GP said they were not offered an Extended Access appointment, and 41% (143) told us they have never used this option. Awareness of Pharmacy First also varies, with 32% (117) saying they haven’t used it and 7% (26) unsure what it offers.
Digital tools can help, and people who use the NHS App value quick access to prescriptions and results. But 21% (77 people) told us they do not use the App, with some saying technology, confidence or device limitations make it difficult.
This report brings together what people told Healthwatch teams across the North East and North Cumbria during community visits, conversations and through the shared MGPA survey. It highlights what is working well, where people still struggle, and what could make accessing GP care clearer and less stressful for people.
The recommendations later in this report are based directly on what people shared. They focus on clearer communication, easier navigation of services, and making sure support works for everyone, including people who face the biggest barriers.
Next Steps
The Integrated Care Board (ICB) has now taken this work forward. Our findings have been commended by the Quality & Safety Committee, will feature in GP bulletins, and are being used to inform planning through the March Primary Care Sub‑Committee.
Thank you to everyone who spoke to us. Your voice is already influencing change across primary care.
Downloads
You can download the full report, with key findings, recommendations, next steps and responses, below.
