Your feedback on new NHS services
Last year, working with other local Healthwatch across the region, we asked for your views on three NHS services designed to help people access care more quickly and conveniently. These were:
- The NHS App
- GP extended access (out of hours appointments)
- The Pharmacy First Service
Key findings
People across our region are using a growing number of ways to get help from primary care services, including the NHS App, Pharmacy First, GP practices and evening and weekend extended access (out of hours) appointments. Many people told us they appreciate having more choice, and 59% said they found it easy to access their GP. However, experiences vary, and some people continue to face long waits, uncertainty and confusion. Awareness of newer services is still developing. For example, 80% of people who had recently contacted their GP said they were not offered an extended access appointment, and 41% told us they have never used this option. Awareness of the Pharmacy First Service also varies, with 32% saying they haven’t used it and 7% unsure what it offers.
Digital tools can help, and people who use the NHS App value quick access to prescriptions and results. But 21% told us they do not use the App, with some saying technology, confidence or device limitations make it difficult. This report brings together what people told Healthwatch teams across the North East and North Cumbria during community visits, conversations and through the online survey. It highlights what is working well, where people still struggle, and what could make accessing GP care clearer and less stressful for people.
What people told us
Awareness varies, and face‑to‑face explanations really help
Many people heard about Pharmacy First and Extended Access for the first time through Healthwatch. Some had used these services, but many were still unsure what they offered or whether they were eligible.
Talking through the leaflet with someone in person made a clear difference in helping people understand their options.
People value the NHS App, but not everyone can use it
- Those who could access the NHS App often praised it for:
- Ordering prescriptions
- Checking test results
- Receiving appointment reminders
But for others, using the App wasn’t straightforward. People told us about difficulties with:
- ID verification
- Old devices that don’t support the App
- Not knowing how to get started
- Practices switching on different features
For some, particularly older people and disabled people, digital routes simply aren’t an option. This reinforced the need for clear non‑digital choices.
Access to GP appointments is still the biggest challenge
This was the strongest theme across all areas. People shared concerns about:
- Busy phone lines and long waits
- The ‘8am race’ for appointments
- Online forms being confusing or inaccessible
- Not being offered extended access even when it was available
- A lack of continuity, especially for those with complex or long‑term conditions
While many people did share positive experiences, these were often when services were working exactly as intended, and when they could speak to the right person at the right time.
Disabled people and those needing communication support face added barriers
Some people told us they could not access services in a way that worked for them.
This included:
- Deaf people being told to ‘call back later’
- No interpreters being available
- People with learning disabilities struggling with online forms
- People with sensory needs finding digital systems overwhelming
- Those without internet access feeling left behind
This feedback has strengthened the recommendation for accessible information from day one.
Recommendations
1. Make it clearer which service people should use and when
People told us they often feel unsure whether to use the NHS App, Pharmacy First, their GP practice or extended access. We recommend clearer, more consistent information across all GP websites, phone messages, leaflets and community settings. Messages should be simple, co‑branded and available in Easy Read, BSL, translated and printed formats.
2. Improve how people are offered and informed about extended access
Extended access appointments are helpful but not routinely offered, and many people don’t know they exist. We recommend that practices explain extended access at every contact and publish offer rates across practices/Primary care Networks so people know it’s available. Staff should be supported to describe all appointment options clearly and confidently.
3. Support people who struggle with digital tools and keep non‑digital options easy to use
The NHS App works very well for some people, but others find it difficult or cannot use digital tools at all. We recommend offering simple in‑person guidance, drop‑in support and clear alternatives like telephone and face‑to‑face options. Practices should enable a consistent minimum set of NHS App features so people have the same experience wherever they live.
4. Make information from different services more joined‑up and consistent
People sometimes receive different or confusing messages depending on where they ask for help. We recommend coordinated, simple communication across GP practices, pharmacies, NHS App information, reception teams and wider services so people know what to expect and where to go first.
5. Improve how people can contact their GP practice, especially at busy times
The biggest pressure point remains getting through on the phone. We recommend clearer information about the best times to call, how call‑backs work, online/phone alternatives when lines are busy, and exploring whole‑day triage or queue systems to reduce the ‘8am race’. Transparency around appointment release times will help people plan.
6. Remove barriers for people who face the biggest challenges accessing care
Disabled people, Deaf people, carers, older adults, and people with limited English or digital confidence face the most barriers. We recommend making the Accessible Information Standard a routine requirement: interpreters, translation, BSL support, accessible booking routes and non‑digital choices should be available from day one, with monitoring shared with the North East and north Cumbria Integrated Care Board.
7. Protect access to face‑to‑face appointments and continuity for those who need it most
Many people still prefer face‑to‑face appointments, especially for complex or sensitive issues. We recommend keeping in‑person options visible and easy to request, and making it easier for people with long‑term or complex conditionsto see the same clinician where possible.
8. Build on what already works well and keep investing in community engagement
People have better experiences when information is clear, staff take time to explain options, and services work smoothly together. We recommend continuing to invest in face‑to‑face outreach through
Healthwatch and voluntary and community partners, particularly for people who are least likely to use digital routes. Sharing good practice across the system will help ensure positive experiences become the norm.
8. Ensure that reception teams proactively explain all available options when people present in person
This includes Extended Access, Pharmacy First, urgent care pathways, and call‑back systems, so that attending the practice physically does not result in being turned away without clear next steps.
The Integrated Care Board has now taken these recommendations forward. Our findings have been commended by the Quality and Safety Committee, will feature in GP bulletins, and are being used to inform planning through the March Primary Care Sub‑Committee.
Thank you to everyone who spoke to us. Your voice is already influencing change across services.
Read the Healthwatch Modern Access to General Practice report
