Report Highlights Challenges in Accessing GP Services in Cornwall

A new report by Healthwatch Cornwall has revealed severe pressures in GP surgeries across Cornwall, with delays in diagnosis, preventable hospital admissions and families forced to pay thousands for private healthcare.

The 44-page document highlights widespread difficulties, including the “8.15 scramble” to secure appointments, problems getting through on the phone, loss of continuity with regular doctors, and digital barriers for those unable to book online.

Unequal and Delayed Access

Feedback from more than 2,000 Cornwall residents, GP staff and community representatives showed that while many praised the care once they were seen, accessing it in the first place was often the biggest challenge.

Older people, disabled residents and those without internet access reported being locked out of digital-only booking systems, while long and costly rural journeys left others unable to reach their GP at all.

One resident explained the consequences of the delays:

“It took me 5 months to see a doctor and I ended up with stage 4 cancer. (I) rang almost every day to try and see a doctor. Once I was actually in the system all very good.”

Missed Diagnoses and Real-World Harm

Case studies included in the report show how symptoms were overlooked, with serious conditions left undiagnosed until much later.

“Initially, I went to my GP,” said one patient. “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.”

Paying Privately for Urgent Care

The failures are forcing some families to turn to private healthcare.

One respondent said:

“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.”

Healthwatch Cornwall Calls for Urgent Change

Debbie Gilbert, CEO of Healthwatch Cornwall, said urgent action was needed to save lives.

“The Healthwatch Cornwall role is to champion people’s voices and hold the system to account,” she said. “Our research has revealed significant failures 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.”

Recommendations for GP Practices and NHS Leaders

Healthwatch Cornwall has outlined a series of recommendations to improve access and restore trust:

• Improve telephone and in-person access alongside online booking.

• Provide clear communication about staff roles and appointment length.

• Allow patients to request specific clinicians.

• Offer targeted support for digitally excluded and underserved patients.

• Ensure staff receive training in trauma-informed and empathetic communication.

• Make digital platforms fully accessible and co-produce patient information guides.

The report also calls on the Integrated Care Board and system partners to fund mobile clinics, support home visits where appropriate, integrate with community transport services and work with patients to deliver more transparent communications about GP services.

The full report is available to read by clicking here.