Study reveals what UK patients want from GPs

Britain’s patients have revealed what they really want from their GPs—and it’s far more than just a quick appointment.

A new study has unearthed the top demands people have of their doctors, with the option to choose a GP and making appointments easier to book among most common.

The research, by the University of Southampton, also showed where GP surgeries are falling short—including that most patients do not want to be directed to a clinical pharmacist or nurse when doctors are unavailable.

The systematic review of 33 studies was published in the British Journal of General Practice.

Lead author Helen Atherton, a Professor of Primary Care Research at Southampton, said the NHS is too focused on measuring satisfaction rates and not on what services patients want from GPs. “Patients want a deeper connection with their doctor’s practice, better communication, and the choice to see the right professional in the best way for them.

“The NHS needs to better understand what people want so it can shape its services to work for patients. Ignoring these fundamental needs will only exacerbate the issues it currently faces.”

A recent British Social Attitudes survey showed patient satisfaction in general practice is at an all-time low, with just 1 in 5 people “satisfied” with GP services.

The new Southampton study comes at a pivotal time for the primary care in the U.K., said Prof Atherton, as it shows what patients really want from GP practices—these include:

• No more phone roulette: People want easy ways to book, clearer phone options, shorter recorded messages, and simple online routes with quick responses.
• Face-to-face: Despite NHS plans to push digital, patients still prefer in-person appointments and consider them the “gold standard”—while confidence and trust scores were lower when people wanted a face-to-face and received a call instead.
• Personal touch: Patients overwhelmingly want to choose a specific doctor to maintain continuity of care—trust and confidence decreased when people want to see a GP but are directed to a nurse instead says the study.
• Information black hole: The public wants clear details the roles of different health care specialists, and to be informed on their care journey.
• Closer surgeries: Patients prefer GP practices close to home and desire clean, calm and well-managed waiting rooms.

Plans to create more than 8 million new GP appointments each year were recently announced by Health and Social Care Secretary of State Wes Streeting. However, this misses the mark, said Prof Atherton, who added, “Simply increasing the number of GP appointments is not enough.

“Patient needs go beyond accessing their doctor—they value their relationships with their practice and want choice in how they access care and who they see.

“The government should focus on what patients want rather than try to fix their experiences with general practice or increasing appointments.”