Patients and GPs reported many shared frustrations with accessing and navigating healthcare. Positive experiences were linked to clear communication, continuity of care and supportive GP-patient relationships. Participants emphasised the value of seeing the same GP over time and having access to clear information about their care and next steps.
However, many patients described the NHS as difficult to navigate, with long waits for appointments, rushed consultations, lost referrals, poor communication and uncertainty about what would happen next. Patients with long-term conditions, accessibility needs and limited digital skills often experienced the greatest challenges. GPs also reported spending significant time managing bureaucracy and administrative processes that did not improve patient care.
The report recommends increasing GP capacity, improving continuity of care, simplifying NHS pathways, developing user-friendly referral tracking systems, and involving patients and GPs in the design of services and digital tools.
Read the report Return to the Insight Bank