General Practice Services in England During the COVID-19 Pandemic and Beyond: Patient Access and Barriers

Abstract

Background: During the coronavirus disease (COVID-19) pandemic, primary care services have been forced to operate differently, limiting face-to-face consultations and relying on telemedicine. This has impacted the care received by patients in need of primary care. The aim of this article was to assess the patient needs during the pandemic, their perspectives on current interactions with primary care, and the readiness for change in operating general practices in the future. Method: A survey was conducted among patients in Leeds, UK, that explored whether patients had health needs during the pandemic, the decisions that were then taken if so, their use of online information and resources, and their satisfaction with primary care website portals and consultations. Results: Over 75% of patients gathered information online before deciding to consult. The main effect of the pandemic was that among those whose health needs remained, 37% did not consult, preferring to wait to see if their symptoms resolved by themselves. There was a significant statistical difference depending on age groups: among those patients aged <30 years, 48% did not consult a primary care physician. Conclusion: The primary care response during the pandemic led to a large number of patients to withhold their concerns, and careful consideration is needed to access how to improve accessibility in future crises.