Experience and views of primary care and urgent care Telephone, paper and online survey 5,980 responses from CWS area Half (2,985) had urgent care need in past year. About the survey Item 3

About the survey sample

Of the 4,300 comments, 1,600 or so were about accessing appointments. Focus of the questions related to potential changes: – Continuity of seeing the same GP, extended hours, visiting other practices, other ways of communicating with GPs, other professionals Primary care feedback

Continuity – desire to see same/ known GP or different GP more quickly

continuity “To see the same doctor so that we get to know each other and then I can feel comfortable talking to him or her about things” “I wouldn't mind seeing any doctor, a doctor is a doctor.”

Extended hours

Acceptability of going to nearby practice (non urgent)

Distance willing to travel

Acceptability of going to nearby practice (non urgent) I am happy to see another GP at a different practice as long as they had all my records. I don't drive so all this thing about going to a different practice would depend how far away it was and whether I could get there on public transport. I could take a taxi if it was urgent but I wouldn't want to be doing that all the time

Different ways of contacting GP in non urgent situations (% saying mostly acceptable, acceptable or ideal)

As long as the staff know the correct treatment it would be fine to see anyone. It all depends what level of training they are brought up to. If all they do is look at you and then say you need to see a doctor, that would be very frustrating and a waste of both my time and theirs If I decide I have an urgent need to see a doctor I want to see a doctor i.e. somebody who is fully trained and knows what they are talking about.

Acceptability of alternatives for urgent appointments

I would like to be able to ring for an appointment and get one instead of the new “ the doctors will ring you back” system, because I can not do anything else waiting for the call. I am 92 and can't get to the phone quickly. I don't know if I can leave the room to get food in case I miss the call. I also need my son to give me a lift to GP, he can't just wait to know if I need him so we are both waiting in. He lives 8 miles away.

Suggestions for improvements More investment, more GPs and clinical staff Appointment systems – being able to make appointments for next day Information about services Pulling out of hours back to local GPs – urgent care at weekends on rota basis Walk in clinics Improvement/ training with reception staff More information about waiting times Agreed time for a call back Using other sites for consultations e.g. pharmacies Allocate two GPs for each patient

Use of urgent care services Which of the services did you use? (n=2894) Number% GP surgery during opening hours A&E (Worthing and St Richards) NHS Out of hours doctors50718 Pharmacy MIU Bognor Hospital1776 MIAMI Clinic652 Sussex Mental Healthline 622

Urgent care

Reason for choice of urgent care service (excluding those taken by ambulance or referred by professional)

Confidence in choice of urgent care services

Priorities for choice of urgent care

Enough information to decide where to go?

Summary People prioritise knowing they will get the right treatment, followed by knowing it will be open, proximity, and waiting times A third of people with urgent care needs had to go to two points of contact, although many of these were 111 referring on Once people attend, they are usually confident they are in the right place and have positive response to the service 75% have enough information to make decision – so some role in information sharing Some suggestion that (actual and) perceived failure in GP leads to urgent care use

Primary care and urgent care strategy development Questions for PEC: Feedback on the survey in terms its engagement? What further analysis would be useful? Routes for dissemination – who would be interested and how to disseminate? Integrating findings into our strategy

Questions for PEC: Feedback on the survey in terms its engagement? What further analysis would be useful? Routes for dissemination – who would be interested and how to disseminate? Input into recommendations based on findings here?