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Title: Staff perceptions on patient motives for attending GP-led urgent care centres in London: a qualitative study
Authors: Greenfield, Geva
Ignatowicz, Agnieszka
Gnani, Shamini
Bucktowonsing, Medhavi
Ladbrooke, Tim
Millington, Hugh
Car, Josip
Majeed, Azeem
Keywords: semi structured interview
Issue Date: 2016
Source: Greenfield, G., Ignatowicz, A., Gnani, S., Bucktowonsing, M., Ladbrooke, T., Millington, H., et al. (2016). Staff perceptions on patient motives for attending GP-led urgent care centres in London: a qualitative study. BMJ Open, 6(1), e007683-.
Series/Report no.: BMJ Open
Abstract: Objectives General practitioner (GP)-led urgent care centres were established to meet the growing demand for urgent care. Staff members working in such centres are central in influencing patients’ choices about which services they use, but little is known about staff perceptions of patients’ motives for attending urgent care. We hence aimed to explore their perceptions of patients’ motives for attending such centres. Design A phenomenological, qualitative study, including semistructured interviews. The interviews were analysed using thematic content analysis. Setting 2 GP-led urgent care centres in 2 academic hospitals in London. Participants 15 staff members working at the centres including 8 GPs, 5 emergency nurse practitioners and 2 receptionists. Results We identified 4 main themes: ‘Confusion about choices’, ‘As if increase of appetite had grown; By what it fed on’, ‘Overt reasons, covert motives’ and ‘A question of legitimacy’. The participants thought that the centres introduce convenient and fast access for patients. So convenient, that an increasing number of patients use them as a regular alternative to their community GP. The participants perceived that patients attend the centres because they are anxious about their symptoms and view them as serious, cannot get an appointment with their GP quickly and conveniently, are dissatisfied with the GP, or lack self-care skills. Staff members perceived some motives as legitimate (an acute health need and difficulties in getting an appointment), and others as less legitimate (convenience, minor illness, and seeking quicker access to hospital facilities). Conclusions The participants perceived that patients attend urgent care centres because of the convenience of access relative to primary care, as well as sense of acuity and anxiety, lack self-care skills and other reasons. They perceived some motives as more legitimate than others. Attention to unmet needs in primary care can help in promoting balanced access to urgent care.
DOI: 10.1136/bmjopen-2015-007683
Schools: Lee Kong Chian School of Medicine (LKCMedicine) 
Organisations: Lee Kong Chian School of Medicine
Rights: This is an Open Access article distributed in accordance with the Creative Commons Attribution Non Commercial (CC BY-NC 4.0) license, which permits others to distribute, remix, adapt, build upon this work non-commercially, and license their derivative works on different terms, provided the original work is properly cited and the use is non-commercial. See:
Fulltext Permission: open
Fulltext Availability: With Fulltext
Appears in Collections:LKCMedicine Journal Articles

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