Experience of using GP practices in Portsmouth
Updated: 4 hours ago
Our new report on the experiences of using GP practices in Portsmouth found that the changes to GP access introduced since October 2025 have not yet translated into a better or easier experience of accessing care for many people.
From 1 October 2025, important updates to the GP Contract for 2025/26 came into effect, designed to improve how patients access and experience primary care services. The changes are intended to strengthen digital access, reduce administrative burdens, and support a shift towards more care being delivered in the community.
At Healthwatch Portsmouth, we receive a lot of feedback about access to primary care. Whether it’s difficulty getting through to GP practices, securing timely appointments, or navigating digital access, this topic is consistently the number one reason people contact us.
With the new contract now in place, it’s really important that we understand whether things are improving for local people.
We conducted a survey, receiving 504 responses from residents across Portsmouth (PO1–PO6). Although this is a relatively small proportion of Portsmouth's population of approximately 214,300, the volume of responses provides a meaningful evidence base and highlights issues of significance that require further exploration.
Key Findings:
Access to GP appointments has not improved for most respondents
Around 46% of respondents reported awareness of changes, but only around 8% felt it was easier to get an appointment, compared to approximately 51% who felt access had become harder.
Digital-first systems are creating mixed experiences
Online forms and digital triage were experienced positively by some respondents, especially where they provided flexibility and avoided long phone queues. However, 208 respondents of the total of 504 taking the survey said they found online forms difficult or very difficult to use. Others found online systems unsuitable for their needs, or a barrier to timely access, particularly for people who are digitally excluded or who need support to explain their health concerns.
Telephone remains the preferred contact method
Telephone received 350 votes as the most preferred method of contacting the GP compared with 177 votes for online contact, 88 for the NHS App and 196 for in-person contact. Respondents were able to choose more than one option for this question. This shows that phone access remains a critical route into primary care, although respondents also described long queues, unanswered calls and being redirected to online systems.
Communication about next steps is variable
Communication about next steps was timely for many respondents, with 45% receiving information on the same working day. However, 21% of respondents waited more than three working days or received no response, showing that a significant minority still experienced delays or uncertainty about what would happen next.
Alternative care pathways are not consistently understood or explained
Patients are increasingly being directed to other professionals such as pharmacists, nurses and physiotherapists. Around 31% of respondents reported being offered different care options, but 54% said they had not received an explanation for being redirected. Where patients do not understand the reason for redirection, this can reduce confidence and create uncertainty about whether their needs will be met.
Awareness and support gaps remain
Awareness of the Patient Charter appears low: only 6.5% of respondents reported that they had used it, while 18.5% were unsure. Use of the NHS App was higher, with 51% of respondents saying they could use it, but the findings still point to a need for clearer promotion of patient rights, available services and practical help for people who are less confident using digital tools.
Wider use of alternative services is increasing
61% of respondents said they had tried asking a pharmacy for help with primary care needs, and 71% said they were aware they could access some primary care services without going through their GP. This suggests wider awareness and use of alternative services, although some people reported they still use NHS 111, urgent care or A&E because they cannot access GP appointments.
The feedback highlights an important gap between system change and patient experience. Increasing capacity alone will not improve confidence in primary care if patients continue to struggle to understand how to access services, cannot contact their practice in the way that works for them, or feel that their needs are not being fully understood.
Read Healthwatch Portsmouth's report on experience of using GP practices in Portsmouth here:
Read the report here:
The Integrated Care Board published a response to the report:
''We welcome this report and would like to thank everyone who took the time to share their experiences. Listening to patients and communities is essential to continue improving primary care services and ensure meet the needs of the people they serve. The report provides valuable insight into both what is working well and where people continue to experience challenges accessing support from their GP practice.
General practice remains the front door to the NHS for most people and continues to manage growing demand while supporting patients with a wide range of health needs. Across Portsmouth, practices, Primary Care Networks and partners have worked hard to improve access, expand multidisciplinary teams, increase the range of professionals available to patients and develop new ways of delivering care, while recognising that access and experience are not yet consistent for everyone.
The themes highlighted in this report, including timely access, communication, continuity, digital inclusion and understanding the different roles within general practice, align closely with our priorities for primary care. They also reflect the direction of national primary care policy. We are committed to working alongside practices, Primary Care Networks, Healthwatch and local communities to translate national developments into improvements in patient experience, reduce inequalities and ensure services continue to evolve around the needs of patients.
We are grateful to Healthwatch Portsmouth for undertaking this work and for presenting the findings in a constructive way. The insights and recommendations will help shape ongoing improvements and support our shared ambition to deliver high-quality, accessible and person-centred primary care for the people of Portsmouth.''
---- NHS Hampshire and Isle of Wight Integrated Care Board, October 2026
Four Healthwatch high-level findings report on GP Access Survey
All 4 Healthwatch across Hampshire, including Portsmouth, Southampton and Isle of Wight have also conducted GP Access surveys in April 2026. Across the four Healthwatch areas, the surveys received 1,958 responses in total.
Read the four Healthwatch high-level findings report on GP access survey here:
