Unpaid carers’ experiences of general practice

Executive summary

This Healthwatch Southend report explores the experiences of unpaid carers when accessing general practice services in Southend. Based on feedback from 52 unpaid carers, the research highlights the additional barriers carers face when trying to make appointments, engage with clinicians and access appropriate support, alongside their caring responsibilities.

While many carers reported positive interactions with clinicians once seen, the findings show ongoing challenges around appointment booking, recognition of carer status, mental health support and access to clear, relevant information. The evidence reinforces the need for general practice to better identify, support and involve unpaid carers, recognising their vital role in the health and wellbeing system.

Key findings

• Difficulties accessing appointments
  • Unpaid carers reported similar frustrations to the wider population when making GP appointments.
  • The requirement to phone practices at 8am often clashes with caring responsibilities, making access more difficult.
• Low recognition of carer status
  • Only around 40% of respondents were recorded as unpaid carers at their GP practice.
  • Many carers had not had conversations about carers’ assessments, and awareness of available support was low.
• Generally positive clinical interactions
  • Once seen, many carers felt listened to and treated with care and concern by clinicians.
  • However, carers reported differences compared with wider Mid and South Essex results, particularly around having enough time and recognition of mental health needs.
• Mental health support needs
  • Some carers did not feel their mental health needs were fully understood or met during consultations.
  • The cumulative mental and emotional impact of caring was a recurring theme in qualitative feedback.
• Continuity of care matters
  • Many carers expressed a preference to see the same GP, valuing continuity and trust.
  • Not all carers were able to access their preferred clinician.
• Variable information on GP websites
  • Information for unpaid carers on GP practice websites was inconsistent.
  • Many sites lacked clear, up-to-date content on carer registration, carers’ assessments and proxy access to patient records.

Recommendations

• Improve identification and registration of carers
  • Practices should take proactive steps to identify unpaid carers and encourage carer registration.
  • Asking patients whether they “look after someone” may be more effective than asking if they are a carer.
• Strengthen support and awareness
  • Greater promotion of carers’ assessments, proxy access and available support is needed.
  • Information should be clear, accessible and easy to find.
• Improve access and flexibility
  • Appointment systems should better reflect the realities of caring responsibilities, including timing and continuity of care.
• Enhance information on GP websites
  • GP practices should review and update their websites to include clear, relevant and accessible information for unpaid carers, including specific content for young carers.

Conclusion

Unpaid carers play a crucial role in supporting people who rely on health and care services, yet this research shows that their own needs are not consistently recognised or supported within general practice.

Improving identification, access, communication and continuity of care for unpaid carers will not only improve their experience, but also help sustain caring arrangements and reduce pressure elsewhere in the system. The findings provide valuable insight to inform ongoing work to improve access, equity and support in primary care