Understanding what drives patient satisfaction in primary care
Patient satisfaction is a critical measure of service quality, influencing health outcomes, adherence, and public trust.
GP practices across the country are experiencing significant and growing strain with declining GP numbers, rising demand, struggles to recruit and retain staff and knock-on effects for patient. 71% of patients rated their GP experience as good in 2024, compared to 83% in 2017.
Factors such as workforce shortages, rising demand, and new service models (e.g. online consultations, multidisciplinary teams) have reshaped care delivery, sometimes leading to reduced satisfaction.
Key findings – survey data (335 people)
- Digital tools can be inconsistent - access and triage decisions undermine trust.
- Patients value seeing the same GP, especially for chronic or sensitive issues.
- Reception quality is a key driver of patient experience - both positively and negatively.
- Clinical care is generally strong, but some administrative and access issues can overshadow this.
Overall experience of most recent visit to GP and how this made people feel
Most people were satisfied and felt that the care they were receiving was of a high level, which reflects national trends. 74% rated their experience positively.
GPs, nurses, and medical staff were frequently described as kind, respectful, and attentive.
Patients often feel listened to, supported, and not rushed during consultations.
eConsult and phone callback systems are praised for convenience and speed.
Only 12.9% rated their experience negatively, citing:
Appointments cancelled without notice or follow-up.
Lack of continuity - rarely seeing the same GP or receiving updates.
Frustration with triage decisions, especially inappropriate pharmacy referrals.
When asked how easy it was to get an appointment when needed, only 34% said it was easy or very easy.
"Once I had the appointment booked it was fine."
"Link provided to book appointment to suit me."
However, almost 50% rated it difficult and very difficult to get an appointment.
"Frustrated… everything just takes too long."
"Can’t get past the receptionist."
"Told them I couldn’t read or write very well, and they said to go online."
Staff kindness and listening to patients
78% agreed that staff treated them kindly and listened to their concern. People felt generally positive about the care and support they receive. They felt respected and valued.
"I felt listened to and understood."
"I felt heard, and that my feelings were acknowledged."
"They walked me through several options and answered all my questions."
Only 8% disagreed.
"I felt that I was not listened to or taken seriously."
"I felt frightened and patronised."
When asked what their surgeries do well, positive comments included:
"Phone lines are answered in a reasonable time."
"Triage system cuts down waiting times."
"Econsult system works brilliantly."
"Doctors are kind and considerate."
"I feel valued."
"Treats elderly and young well."
"Phone switchboard callback feature works well."
Negative comments included:
"Econsult is not a substitute for face-to-face."
"Telephone can take ages to get through."
"I don’t have enough interaction."
At times I just lose hope, I end up feeling alone with my issue and turn to the internet to see if I can see what’s going on or sort myself out. I wonder how many other people are doing this?
Key findings – focus groups (10 people)
Feeding back to your GP surgery
Many of the conversations in the focus group discussion centred around accountability processes and communication chains.
- People generally felt Patient Participation Groups are doing well in facilitating patient feedback. Statements in focus group such as ‘I enjoy going to groups as I am heard’ and ‘feeling that discussions within the PPG lead to action and change’.
- Suggestions for improvement were limited, as most felt the existing systems were sufficient.
- One person said they wanted to complain about the quality of the service but found it difficult to do so.
- When wanting to directly raise a complaint, the practice is unable to provide this service due to 'staff shortages'
Communication tools
Printed and electronic newsletters were frequently mentioned as effective tools for patient communication. People emphasized the importance of having printed versions for older patients and those without digital access.
"It is great to receive newsletters I can access from home"
Existing communication tools, like the NHS App and phone lines, are efficient in quickly providing a first point of contact with a service, but are inadequate in facilitating follow-ups
A lack of good management and administration within the practices has been brought up as a possible reason for ineffective communication.
"It’s getting really difficult to book appointments, I don’t understand the system, it doesn’t seem to work and offer appointments when not available."
Accessibility
Almost everyone who shared their experiences with us were satisfied with the efficiency of the first point of contact with GP practices (through telephone calls or digital services).
However, all expressed concerns about long waiting times following referrals to specialists. One person encountered difficulties in seeing a GP at all after being wrongly classified as a non-urgent issue. Another was unable to get in contact with their GP throughout their illness, being referred to other clinicians instead (e.g. pharmacist).
These sentiments are also in line with responses from the survey where people expressed frustration at waiting times as well as inability to book appointments easily. One person mentioned users having to go through a costly, private GP appointment to have their issues listened to and the information relayed back to their NHS GP practice.
- The manageable patient population (around 2,000) was seen as a key factor in better responsiveness.
Interactions with staff
Everyone reported having positive experiences with staff, including receptionists, clinicians and pharmacists. One person noted a significant change in the quality of interactions with staff at their practice, since the COVID-19 pandemic.
These sentiments are in line with the quantitative data from the survey as 74% of people who took part in the survey were content and complimentary about staff interaction.
Comparison with larger practices
Larger GP practices were perceived as less responsive due to higher patient volumes and fewer resources per patient.
People believed these issues were mainly financial, citing that larger groups should have more staff to handle higher demand but often do not.
People praised their small practice’s ease of phone access, contrasting it with larger practices where patients often struggle to get through.
Use of AI and technology
The idea of AI handling calls was discussed, with cautious interest. While people saw some potential for automating routine queries (e.g. repeat prescriptions), there was clear resistance to AI replacing human interaction for distressed or unwell patients.
Emotional connection and reassurance from real people were viewed as essential in primary care communication. One person suggested using AI in larger practices to help with staff workload.
Less than half of those that took part in the focus groups reported effectively using the NHS App for getting in contact with a GP or keeping a record of their appointments.
Half acknowledged the use of AI and chat boxes in receiving advice and signposting to services, but overall it is not seen as an effective solution for dealing with more personal issues or complaints as it can provide inaccurate advice.
Financial pressures and sustainability
People expressed concern about financial constraints affecting their own practice, including potential site closures.
The discussion highlighted the fragility of small practices despite their performance.
Are you satisfied with your GP practice? Share your feedback with us by completing our online feedback form.
