This site is intended for health professionals only

Patients to rate access to GP practices in real time

Patients to rate access to GP practices in real time

Patients will rate GP practices in ‘real time’ via text message on how satisfied they are with their access to care, the results of which will be published next year, NHS England announced today.

NHS Digital will also be publishing practice-level GP appointment data and waiting times by spring next year, which will include the ‘proportions of appointment by different professions’ and whether appointments are face-to-face or remote.

NHS England said it wants to ‘increase its oversight of practices with the most acute issues in relation to access’. Currently, monthly appointment data is only published by CCGs.

Patients will receive text messages as they finish their consultation asking questions about their experience of accessing support.

NHS England said the survey, which is being piloted in around 60 practices and will be rolled out next year, has been ‘previously agreed with the profession’.

The PCN Investment and Impact Fund (IIF) will also incentivise patient satisfaction for 2022/23. 

The scale of incentives will increase in 2023/24 in line with the planned GP contract envelope, when the money aimed at improving access will rise to at least £100m of the £300m fund. 

Meanwhile, commissioners have been told to immediately begin identifying the 20% of practices in their area that are performing worst in terms of delivering face-to-face appointments.

Practices with the lowest face-to-face appointment levels may be forced to partner with other practices or face contractual action from commissioners.

It follows months of lobbying from sections of the media for practices to see patients face to face, while health secretary Sajid Javid said it was ‘high time’ GPs offer more face-to-face appointments.

Healthwatch and the CQC have recorded growing numbers of complaints about patient inability to see a GP face to face, appointment availability and waiting times.



Please note, only GPs are permitted to add comments to articles

Patrufini Duffy 14 October, 2021 12:12 pm

How about we rate the public in real time. I think that will happen. Not all public are patients, there’s a defining gap there – blurred now by aggressive demand, consumerism, irresponsibility and petty nannying. Because it’s free and done well, by good GPs, so now they’re addicted. Politicians have shot society, and using you to glue it together. It’s a national failure and scandal. I want to see a dentist and politician today, now for free. Face to face. At home. But I can’t and that’s ok is it. Toxicity is soon to become nuclear.

C Ovid 14 October, 2021 12:36 pm

Just all become locums, work in a Chambers Model and claim Pension Contributions via Forms A+B.
There is a distinction between enjoying the job and not enjoying the T&Cs.
Act now.
“The beatings will continue until morale improves”. Really?
Perhaps we need to be seen as the next in line after the HGV drivers… Ahh, so you are in short supply, just like you said, and we (Govt) have ignored your requests to act on time, and …?

C Ovid 14 October, 2021 12:37 pm

… good luck with running the NHS without us.

Carpe Vinum 14 October, 2021 1:53 pm

We are moving towards the Uber model – I call an Uber, rate them after my journey but most importantly, the Uber driver rates me on my courteous behaviour, quick payment, general demeanour etc.
If we are to be rated by the population who realistically have little idea as to whether or not I have made the right decisions concerning them, I feel it only fair that I can rate the patient on such things as courteous behaviour, lack of ridiculous demands, inappropriate expectations, coming with a list as long as their arm etc…..

Nicola Williams 14 October, 2021 2:23 pm

How much is this absurd idea going to cost ? I ‘m sure we can all think of more useful things to spend the money on. We already have friends and family / rate my GP/ practice websites so patients can complain . Basic fact – there are not enough GPs or practice nurses
And NHS England seem to think it has been agreed with the profession . Nobody asked me . Anyone else remember that discussion ?

Dr N 14 October, 2021 4:41 pm

Chaps this is brilliant. In conjunction with the really shiny new zero tolerance thingy. Vitriolic review = breakdown in doctor/patient = 8 day removal from list.

Musical patients – brilliant

Doc Getmeout 14 October, 2021 7:42 pm

Rate the health minister for the worse ever NHS waiting list and getting worse.

SJ should be Named and Shamed for his failings.

Just keep those referrals goings to reduce your workload, your liability/responsibility for second opinion, A&E referrals, etc.

Does SJ get penalty and abuse for his poor underperformance on worse ever waiting list.

David Oliver 15 October, 2021 8:28 am

They already are with family and friends and our MJOG exit TXT’s
nothing new here its more how it will be used – offensive change in attitude

Where is the spare capacity? Sadly this will only make recruitment harder

Patrufini Duffy 15 October, 2021 1:06 pm

Who misses that Friends and Family cardboard box sitting in reception with a smiley face on it? Gimmick.