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Overview of survey results

The survey focused on respondents who had had contact with their GP surgery within the last 12 months (four in five of the sample). Most of this group had favourable views of their GP services. In general, most patients felt that their GPs took their opinions seriously, were easy to understand, and kept them well-informed about their condition or treatment. Seventy nine per cent considered that their GP knew which treatment was best, and 84% that their GP made the right diagnosis, most or all of the time.

To the extent that patients were critical, the highest levels of discontent had to do with access-ing services and waiting times. For example, one in four patients said that they usually had to wait four or more days for an appointment with their GP. Among people who were referred to hospital by their GP, 36% said their condition got worse while they were waiting to be seen.

Moreover, certain groups of patients appeared to be less satisfied than others. Patients with less favourable views included younger people (the under 45s), those living in the London region, and those from ethnic minority groups. People in paid work or in full-time education were the least satisfied with arrangements for accessing their surgery.

In general, there were very few differences in views between patients from different social classes.