Agenda item

To provide an update to the Committee on extended access GP appointments.

Ms Michelle Ashton, Blackpool Clinical Commissioning Group (CCG) provided an update to the Committee on extended access GP appointments. She advised that CCGs were required to provide extended access to GP services including at evenings and weekends for 100% of their population. GP practices in Blackpool had unanimously agreed to provide the service through centres at Whitegate Drive, Freckleton and Fleetwood to serve the residents from across Blackpool, Wyre and Fylde.

It was noted that despite publicity and marketing designed to raise awareness of the availability of extended access appointments, the service was underutilised. There were also a significant number of appointments booked which patients failed to attend. A review had been undertaken to identify ways in which to improve communication of the appointments and recommendations had included providing a direct link from NHS 111 to extended access appointments, whereby the phone call to NHS 111 would result in a patient being booked into an extended access appointment when appropriate.

The Chairman referred to a recent article in the local press which had claimed that 31,026 Blackpool residents had no access to extended access appointments. Ms Ashton advised that that had previously been the case, however, the service was now available to 100% of residents.

Members discussed the booking of standard GP appointments in detail and noted that when attempting to book an appointment either by telephone to the GP practice or by using the Patient Access application there was no signposting to the extended access service when no standard appointments were available. Mr David Bonson, Chief Executive, Blackpool CCG advised that a number of sources had indicated that extended access appointments were not being offered automatically despite communication and guidance issued. Upon consideration of the information presented, the Committee suggested that a mystery shopper exercise be undertaken to understand the extent to which appointments were offered.

In response to a question, it was reported that the extended access appointments in Freckleton and Fleetwood were utilised more than at Whitegate Drive. Mr Bonson advised that the reasons for the better take-up were unknown, however, it was noted that Freckleton and Fleetwood were both GP practices, whilst Whitegate Drive was not. It was acknowledge there could be an element of patient choice and their desire to see their own GP. Ms Ashton added that Blackpool CCG worked closely with Fylde and Wyre CCG and the same level of communication regarding extended access appointments had been provided by both CCGs.

Members raised concerns regarding the number of ‘did not attends’ and also the cost of providing extended access appointments that were not used and queried what measures could be put to explain the importance of attending appointments or cancelling them in good time.

The Committee agreed:

1.      That the CCG be requested to investigate ways in which to improve signposting to extended access appointments through the Patient Access App and by GP practice receptionists and to report back to the Committee with the outcomes in July 2019.

2.      That the CCG be requested to undertake a mystery shopper exercise in relation to the offer of extended access appointments to report back to the Committee on the outcomes in July 2019.