Healthwatch in Devon and Healthwatch Plymouth, are the independent champion for people using health and care services in Devon and Plymouth. Healthwatch listens to what people like about services and what could be improved, sharing those views with those who have the power to make change happen.

In May 2021, Healthwatch Devon became aware of rising feedback around some reported difficulties in accessing GP Services from Beacon Medical Group in Ivybridge from patients on social media and through contacts to Healthwatch directly. We contacted Beacon Medical Group and NHS Devon Clinical Commissioning Group around the concerns being raised by patients.

We agreed to undertake some detailed engagement with local people to get a greater understanding of patient experience in contacting and communicating with the Beacon Medical Group GP surgeries in both Ivybridge and Plympton. This included a review of patient experience of contacting the surgery by telephone, experience of using e-Consult and online services and whether the existing communications methods at Beacon Medical Group meet patient’s need.

The engagement took place during September 2021 and included an online survey s publicised through the Healthwatch social media channels, the practice’s communications channels, Healthwatch e-Bulletins, and this was supported by face-to-face engagement with people in Ivybridge at a series of local events.

A total of 616 people responded to the survey; 347 respondents (57.84%) were Ivybridge patients, and 253 respondents (42.17%) were Plympton patients.

One of the main concerns raised by patients in both locations was the length of time waiting in a telephone queue to speak to a member of staff. 94% of Ivybridge patients and nearly 91% of Plympton patients stated that they had waited in a queue with nearly 55% of Ivybridge Patients and nearly 49% of Plympton patients stating they waited over 30 minutes.