We are pleased to announce the release of our latest report on GP access and the new approaches being implemented across Berkshire West.
This report is the result of collaboration between Healthwatch teams in Wokingham Borough, Reading, and West Berkshire, and highlights public feedback and concerns about GP services, appointment access, and communication challenges related to changes in our healthcare systems.
The report includes detailed findings and recommendations, as well as comments from Dr. Amit Sharma, Strategy and Partnerships Lead at Brookside Group Practice, and Sanjay Desai, Head of Primary Care Operations for the Buckinghamshire, Oxfordshire, and Berkshire West Integrated Care Board (BOB ICB).
To read the report - click the following link.
Why was this report necessary?
Through our engagement with the public, we discovered that many residents across Berkshire West were unaware of changes in how GP practices operate, leading to frustration and unmet expectations.
People reported long waiting times, experienced difficulties with new digital tools like the NHS App, and there was confusion about the roles of healthcare staff, such as care navigators, at GP surgeries.
This Healthwatch Berkshire West project sought to understand how well the public grasps these new methods of working, identify gaps in communication, and make recommendations to improve patient experiences and access to care.
Key findings from the report include:
Appointment access: Many respondents reported long waits on the phone and challenges in booking appointments. Over 35% said they couldn’t see their preferred GP, and 33% experienced significant delays in securing appointments.
Care navigation confusion: A significant number of patients were unaware that care navigators—who triage calls and direct patients to the most appropriate service—have replaced traditional receptionists. While the system is designed to streamline access, many patients found it frustrating and unclear.
Challenges with digital services: While tools like the NHS App aim to make accessing GP services easier, many patients—particularly older adults and those less familiar with technology—struggled with the platform. Over 19% of respondents found the app difficult to use, creating more barriers than solutions.
Communication gaps: A common theme was a lack of clear communication from GP practices regarding operational changes. Many patients felt uninformed about the new systems and how to navigate them effectively.