Issue report: Significant pressures in GP surgeries are affecting patient care in Cornwall
The comprehensive, 44-page document highlights widespread problems, including the “8.00am scramble” to get an appointment, difficulties getting through on the phone, not being able to see a regular doctor, lack of clear surgery communication, digital barriers and accessibility.
Feedback from 2000 residents across Cornwall, GP staff and community representatives, indicate:
- Unequal access: Many praised the care they received once seen, but too often people are left struggling to book or attend appointments.
- Digital exclusion: Older people, disabled residents and those without internet access are locked out by online-only booking systems.
- Rural and transport barriers: Long and costly journeys mean some simply can’t reach their GP.
- Continuity of care lost: Patients report having to repeat their history at every appointment, undermining trust and confidence.
- Real-world harm: Case studies reveal missed diagnoses, preventable hospital admissions, and families paying thousands for private care when they can’t get a timely NHS appointment.
“It took me 5 months to see a doctor and I ended up with stage 4 cancer,” reported one resident. “ (I) rang almost every day to try and see a doctor. Once I was actually in the system all very good.”
“Initially, I went to my GP,” said another. “I had an internal examination which they thought was clear. Symptoms remained and after a telephone appointment…it was suggested that I had tummy cramps. I was prescribed tablets, which didn’t work. This went on for a few more weeks. I returned to my GP surgery and saw another…doctor. She arranged blood tests for me, which immediately pointed to cancer. Within a few weeks, I had an ultrasound, CT scan and MRI scan, biopsy and finally the operation. My (GP) surgery gets a thumbs up for the blood test, but a thumbs down for the diagnosis of tummy cramps.”
Unable to get an NHS appointment for her mum, another respondent turned to private health for help:
“I had to pay privately (over £3k) to see a GP to obtain an examination and diagnosis for my Mum (aged 79) so that she could access treatment. Once diagnosed by private GP she was seen in NHS on cancer pathway. We had been trying for months to be seen by an NHS GP.”
CEO of Healthwatch Cornwall, Debbie Gilbert, said she and the team were calling for urgent action and improvements to help save lives.
“The Healthwatch Cornwall role is to champion people’s voices and hold the system to account. Our research has revealed significant pressures in general practice and access gaps across the system that must be addressed immediately and that’s what we’re calling on Cornwall’s decision-makers to do. Access to a GP should never depend on where you live, whether you can get online, or whether you can afford private care. People are suffering and even dying because of what’s happening and that’s both shocking and completely unacceptable. We need a GP system in Cornwall that is fair, inclusive, and founded on the realities of local life in a rural, disparate community. We have to act now.”
Healthwatch Cornwall’s recommends GP practices:
- Ensure fair and flexible appointment booking by improving telephone and in-person access.
- Provide clear, consistent and accessible communication about primary care staff roles.
- Let patients request specific clinicians and roster accordingly.
- Provide targeted support for digitally excluded and underserved patients.
- Ensure frontline staff receive training in trauma informed and empathetic communication.
- Ensure all digital platforms meet accessibility standards and be designed with diverse users in mind.