The NHS Greater Glasgow and Clyde (NHSGGC) transition to a permanent care model for GP Out of Hours (OOH) services has resulted in improved stability and higher satisfaction rates, according to data.
This change from temporary arrangements reflected NHSGGC’s commitment to providing high-quality, accessible healthcare for patients needing care outside regular GP surgery hours.
During the 2024/25 period, a total of 163,281 clinical interactions were recorded, corresponding to an average of 3,140 patient contacts per week. Of all clinical interactions, 77,043 were telephone advice calls, 14,215 were home visits, and 72,023 were face-to-face consultations.
Within Inverclyde, 1,297 patients were seen face-to-face during this period, and 79.1% of all clinical interactions with patients from the area were in their own home or through the IRH.
Feedback collected from over 850 patients has been overwhelmingly positive, revealing that 91% felt their needs were met, and 86% rated the care they received as good or excellent. In Inverclyde, these percentages were higher, 93% and 89% respectively.
90% of all respondents reported feeling listened to and given adequate time during their appointments, and the same percentage expressed that they were treated with compassion and understanding.
A testament to the quality of care being offered since this transition is the 35% reduction in formal patient complaints in 2024/25 compared to the previous year.
The patient transport service (PTS) is a vital component of the GP OOH service, ensuring that individuals can access care without barriers. The service provides free transportation to patients and carers who require assistance with travel, enabling them to receive timely medical attention when needed.
In 2024/25, the PTS conveyed 5,406 patients and/or carers to the GP OOH service. 10% of patients from Inverclyde utilised this service, equating to nearly 300 patients or carers, and 68% arrived prior to their appointment time.
The transition to a permanent care model has also led to a decrease in the number of site closures. In 2023/24, there were 38 site closures, which was down to just nine in 2024/25. This reduction marks significant progress and has ensured minimal disruption for patients.
Fraser McJannett, Director of Primary Care and GP Out of Hours, said: “Feedback from patients about their experience with GP OOH has been overwhelmingly positive, with nine out of 10 saying their needs were met, felt listened to and given adequate time, and expressing they were treated with compassion and understanding.
“Alongside reducing site closures and complaints, this is clear evidence that the transition to a permanent care model for GP OOH has been successful.
“We are aware that the PTS is performing well overall, with roughly seven out of 10 of patients arriving prior to their appointment time. Of those who arrived after their appointment time, the average time was around seven minutes. We are looking to consider additional actions that we can undertake to improve this aspect of the service further.”
