What matters most: support people want from general practices in Birmingham

We heard from 122 patients and carers across the city. They told us they value:

• being able to make appointments quickly and easily, particularly when in crisis
• stability of the service and continuity of care
• high quality, integrated whole-person care
• dignity and respect
• receiving swift and straightforward referrals to specialist and community services
• access to high-quality care, where the GP has knowledge and understanding of their condition
• appropriate awareness and knowledge of their condition by the wider general practice staff

Our recommendations to Birmingham Clinical Commissioning Groups (CCGs):

To help patients and carers overcome these issues, Healthwatch Birmingham recommends
that CCGs produce high-quality patient information leaflets or cards. Underpinned by national guidelines on best practice and current national and local policy, the leaflets should assure patients that it is their right to:

• make appointments quickly and easily, particularly when in crisis
• have stability of the service and continuity of care
• obtain high quality, integrated whole-person care
• be treated with dignity and respect
• receive swift and straightforward referrals to specialist and community services
• access high-quality care, where the GP has knowledge and understanding of their condition
• be treated by health professionals who have appropriate awareness and knowledge of
  their condition

The leaflet/cards should also explain to patients and carers what actions they could and should
take if they feel that their general practice is not meeting one or more of these rights.