Agenda item

The Integrated Care Board (ICB) submit a report in response to the Leicester, Leicestershire's and Rutland Joint Health Scrutiny Committee's request for results, data, and progress from GP Patient Surveys, alongside a wider update on GP access performance and the actions being taken to improve access and patient experience across Leicester, Leicestershire, and Rutland.

The Integrated Care Board (ICB) submitted a report in response to the Leicester, Leicestershire and Rutland Joint Health Scrutiny Committee's request for results, data, and progress from GP Patient Surveys, alongside a wider update on GP access performance and the actions being taken to improve access and patient experience across Leicester, Leicestershire, and Rutland. A brief overview of the report was provided with the following noted:

•    Performance had remained strong during 2025/26, with practices delivering 8 million appointments. Increased capacity was meeting demand, with strong performance against key measures, particularly in urgent care.

•    Access pathways had increased including same-day and weekend appointments, although it was recognised that there was room for improvement.

•    A key challenge was ensuring patients could access services locally.

•    In terms of digital access, more patients were now using the NHS app, and online consultations continued to grow. It was recognised that there remained a need for telephone and face to face access.

•    The Pharmacy First offer had helped to improve access while maintaining the availability of GP appointments.

•    Regarding the workforce, the Additional Roles Scheme had supported successful recruitment and increased GP capacity, contributing to a more resilient primary care workforce.

•    Patient feedback reflected confidence in confidentiality; however, difficulties contacting GP practices remained. The framework and Primary Care Access Recovery Plan were expected to help address this. The focus was on improving consistency.

In discussion with Committee Members and Officers, the following was noted:

•    Members noted that the report did not address the original request regarding how many practices did not allow patients to attend in person without prior contact.

•    It was explained that the report provided an overview of activity levels and services, and that any specific areas where Members identified issues with access could be investigated further.

•    Practices had been advised of the contractual requirement to enable patients to make contact by telephone or in person and had confirmed that these options were available. Any complaints were followed up, and while triage arrangements were in place, it was recognised that variation between practices remained and continued to be addressed.

•    In response to a Member’s request for an ICB audit, it was explained that a contractual review process was in place which covered these issues. Eleven practices were currently being supported to address areas of non-compliance, which could include matters such as incorrect opening hours being advertised.

•    Healthwatch advised that access remained a key concern, with a range of routes available but variation in walk-in access between practices. There was a need to understand which practices offered walk-in access. Language barriers to online access were also highlighted, and Healthwatch was undertaking work on digital access which could be brought back to the Commission. Further intelligence sharing and joint working with the ICB was welcomed.

•    Members requested greater geographical understanding of where access issues were occurring, with some Members suggesting that penalties should be considered for non-compliant practices.

•    In response to questions regarding new housing developments, it was confirmed that healthcare requirements were considered and matched where possible through responses to planning applications.

•    Practices had been asked to self-declare their patient access arrangements. Improving digital access was intended to free up telephone and face-to-face capacity for those who needed it.

•    Members suggested reviewing the order of the automated telephone message so that access options were presented earlier, reducing the time patients had to wait to hear the relevant access information.

•    Members noted that some patients could be reluctant to complain about their GP or raise concerns about the care they received. Mystery shopping would take place during the third and fourth quarter.

•    It was confirmed that practice-level data was received monthly and monitored through the GP Access Dashboard, with urgent on-the-day access being a key metric. Practices with lower performance were contacted to understand their improvement plans and any support required. An Access Recovery Plan was in place, with performance monitored nationally, and data was also available at Primary Care Network (PCN) level. Since the publication of the report, the number of practices being worked with had increased to 11.

•    It was explained that the reasons for lower performance varied and could include deprivation, changes in demand and staffing issues. There was often no single cause, with a combination of factors contributing to performance. A range of data and formal monitoring mechanisms were in place, and the data could be broken down into key themes. It was noted that the data was continually changing.

•    Members noted that recipients may face issues when answering patient surveys due to digital access and language barriers.

•    Members raised concerns regarding governance and the challenges around data collection. Members requested a further report on governance and assurance to better understand these challenges before considering recommendations. The request was seconded by the Chair.

•    The ICB welcomed the opportunity to work collaboratively with Members and Healthwatch, and it was suggested that a small working group could help to co-produce the work. This could include consideration of the format of information provided measurable outcomes for the work programme and mechanisms for people to provide feedback safely.

AGREED:  

•    That the Committee note the report.

•    Healthwatch’s work on digital access to be brought back to the Commission.

•    Further information on walk-in access to be provided, including which practices offered this and greater geographical detail on where access issues were occurring.

•    A small working group involving Members, the ICB and Healthwatch to be established to consider governance and assurance, including data collection and information available at PCN level, with a further report to be brought back to the Commission.

Councillor Singh sangha left during the consideration of this item.