Experience of using GP practices in Hampshire
Our new report on the experiences of using GP practices in Hampshire 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 Hampshire, 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 between 16 March and 28 May 2026, receiving 896 responses from residents across the county. Although this is a relatively small proportion of Hampshire's population of 1,451,703, the volume of responses provides a meaningful evidence base and highlights issues of significance that requires further exploration.
Key findings
Access to GP appointments has not improved for most respondents
Around 40% of respondents reported awareness of changes, but only around 10% felt it was easier to get an appointment, compared to approximately 36% 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, 74 respondents of the total of 896 taking the survey said they had been told they must use an online form to make an 3 appointment, naming 41 GP surgeries, around 42% of all Hampshire surgeries. Others found online systems difficult to use, 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 614 votes as the most preferred method of contacting the GP compared with 385 votes for online contact, 213 for the NHS App and 288 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 positive for many respondents, with 34% saying it was very clear and 44% saying it was clear. However, 14% of respondents said it was unclear and a further 7% said it was very unclear, showing that a significant minority still experienced confusion, 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. 41% of respondents reported being offered an appointment with an alternative health professional that more closely suited their needs, but only 30% of these said it had been explained why they were 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 5% of respondents reported that they had seen or used it, while 12% were unsure. Use of the NHS App was higher, with 62% of respondents saying they could use it to do what they needed, 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
58% of respondents said they had tried asking a pharmacy for help with primary care needs, and 70% 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 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 Hampshire, 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 Hampshire 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 Hampshire.
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