UK Patients Prefer In-Person GP Appointments Over Pharmacists, Study Finds

A comprehensive study by the University of Southampton reveals that patients strongly prefer in-person appointments with GPs over consultations with nurses or pharmacists, viewing face-to-face visits as the "gold standard." Patients value continuity of care with a specific doctor, better communication, and clearer information about the roles of different NHS staff. The research highlights the importance of simpler appointment booking systems, more transparent telephone options, and shorter recorded messages to improve patient experience. Despite the UK Government's plan to increase the number of GP appointments and promote digital services, experts argue that simply increasing appointment numbers is insufficient without addressing patient desires for deeper connections and choice in care access. Trust and confidence in healthcare decline when patients expect to see a GP but are instead directed to other health professionals or receive remote consultations against their preference. The findings suggest the NHS must better understand and prioritize patient preferences to effectively shape services and avoid exacerbating current challenges.