HWiS Poll results: recent changes to GP practices

Recent Changes to GP Practices

14th October 2025 

In September 2025, Healthwatch in Sussex (HWiS) sought people’s experiences of recent changes to GP practices. This included experiences of using technology to access health services and questions around who you are being treated by in GP surgeries. 

603 people from across Sussex shared their views with us; 82 lived in Brighton and Hove. 

We heard: 

In terms of whom respondents were being treated by in the NHS and in GP surgeries, we heard: 

• The majority of respondents had not experienced care or treatment from staff in new roles in GP surgeries such as paramedics, physician associates and care co-ordinators. For example, 89% had not used a health and wellbeing coach, 91% had not used a dietitian, and 76% had not been seen a paramedic.
• However, when respondents had accessed medial support from staff in these roles, respondents were generally satisfied with the care and treatment they received. For example, 71% stated they were satisfied with care and treatment from Nursing Associates, 68% with Pharmacists and 67% with Advanced Practitioners. 

In terms of using technology to access health care, we heard: 

• The majority of respondents (67%) felt either very confident or somewhat confident about using technology to access support for their health needs. Only 16% felt very unconfident. 
  
  Please see pie chart below:

 

• When asked what online GP services respondents have you used in the last 12 months, the most used online services included ordering repeat prescriptions (75%) and finding out test results (72%). Least used were registering with a practice (16%) and making an administrative request (24%).
• When asked if online services were available when needed, ordering a repeat prescription was most likely to be available (75% said it was available when needed) and booking an appointment was most likely to be unavailable when needed (41%).
• In terms of ease of use of online services respondents found ordering repeat prescriptions, accessing medical records and finding out test results the easiest and booking an appointment or filling in an online form to give information about a health issue the most difficult.  

Respondents' experiences of using online forms to contact their GP

Where respondents had used an online form to contact their GP, they were mostly positive about their experiences: 

• The area respondents rated most highly was ‘follow up communication they received after the consultation’ (59% rated follow up communication as either very good or good compared to 26% who found it either poor or very poor).
• 54% found the ease of finding forms very good or good compared to 22% who found ease of finding forms poor or very poor.
• 56% rated their overall experience of using an online form very good or good. This compares to 33% who rated it poor or very poor.
• How long it took to complete the form was rated most poorly (34% rated this as either poor or very poor compared to 52% who rated it good or very good).   
• When asked ‘What type of training or support would best help you to become more confident in using technology and online support to access support for your health needs?’
  • 31% told us they already felt confident and did not need any training or support.
  • 25% told us animations or short films showing you how to use the service would best help them
  • 19% told us E-learning courses/ or one-to-one help and support would best support them.
  • 6% said group coaching or mentoring at the GP surgery would best help.
  • 27% told us ‘none of the above – I do not want to use online health services