South West London Healthwatch engaged patients, carers of patients, and GP staff to understand how well GP practices deliver the AIS, and the barriers and enablers to delivery.
We Spoke to:
- 144 patients and carers, who shared their experiences through surveys, focus groups, and interviews.
- 82 GP staff members, who completed surveys and had discussions about how they use the AIS. Respondents included both clinical and non-clinical staff.
Key Findings
- Lack of Awareness – 73% of patients and carers did not know about the AIS.
- Inconsistent Recording of Communication Needs – While some patients had positive experiences, many reported having to repeat their communication needs at each visit.
- Reliance on Family or Charities – Many patients relied on carers, family members, or charities to navigate GP communication, raising concerns about independence, privacy, and accessibility.
- Challenges for GP Staff – Staff highlighted issues with effectively flagging communication needs in medical records due to system limitations. Some reported a need for more training, resources, and support.
- BSL Interpretation Barriers – Patients using British Sign Language (BSL) faced delays in getting an appointment, due to delays in booking interpreters.