Table 1. Selected perspectives of respondents on their communication with general practice, March to September 2020.

Quotations were selected to demonstrate themes across responses rather than to represent levels of satisfaction.

ID	Experiences of communication	ID	Preferences and suggestions for communication
A	“Surprised at how happy I was with the phone/video appointments. Definitely better than waiting in the surgery for things that don't require face to face”	N	“The explanation could have been better described in a very simple graphic”
B	“Lots of my friends don’t have access to technology and I know this has caused problems for them. Simple things like ‘phone surgery when you arrive’, they don’t have a mobile phone!”	O	“I have been getting my info from the Facebook site of a very good practice - Alvanley in Manchester, over 200 miles away!” [ https://www.facebook.com/Alvanleyfamilypractice/ ]
C	“[Knowing about separation of COVID-19 patients] would have given me more confidence to look for help. I had not been in contact with people due to having diabetes and asthma and still don't wish to attend medical settings as I am unsure what the processes are”	P	“Simply making it clear that GP appointments were still available would help - the message on the online appointment system states they're not taking place”
D	“I don’t think patients with COVID-19 were seen by GPs...they were told to contact the hospital or [NHS] 111”	Q	“Via a leaflet through the door, or through the post. Some people don't have a computer or feel comfortable to use one”
E	“When phoning the practice, there’s a very long set of recorded messages about COVID before the piped music kicks in. It’s not unusual to be hanging on for 15 minutes without any indication of whether you’re in a queue”	R	“I think that phone calls, sending photographs and video links are not an acceptable alternative for face-to-face consultations … . I am happy for these things to continue if people want them but they shouldn't be assumed acceptable or suitable for everyone”
F	“I like the phone appointments. These have all been same day call backs which has been excellent”	S	“I think the surgery could have sent letters to all their patients explaining the changes in appointments”
G	“I was confused about whether I should have originally shielded or not. Positive info is better than assuming that as I have not received a letter all is well”	T	“I would find it helpful if there was an easy way of accessing the latest information without wading through lots of out-of-date material. Is there a way of signposting this more readily?”
H	“I find having to queue outside to speak to a receptionist who has no access to her computer … I don’t want to talk in front of a queue in the car park”	U	“I think some posters outside the health centres locally could have helped as phone lines got really busy”
I	“My anxiety has increased since lockdown as I feel uncomfortable and a little incompetent with the current situation when contacting primary care services”	V	“Phone was fine for me, but I guess information on local radio, TV and newspapers also helpful to some people”
J	“Video calls via my mobile were not effective”	W	“My GP has texted us throughout which is the best option in my opinion”
K	“I knew I wouldn’t be able to talk to a GP who knows me and I thought, because of the crisis, I should manage on my own”	X	“I think everyone should have been sent a text or email message. If they did not have access to either they should have had a phone call. It was very difficult to find the information and difficult to know what to do at the surgery”
L	“Most of the information provided on the GP website and in their recorded messages is general (ie, government advice, NHS advice) and not specific to local circumstances. Because phoning the practice was impossible, there was a tendency to make assumptions about what this means”	Y	“I welcome more use of e-consult and would like more use of video consult rather than phone call. More details of when GP phone calls were to arrive would be good; DPD delivery can tell me when they will arrive; how about a similar system for GP patient videos, update continuously via an app”
M	“Initially unsuccessful as I booked phone appointment for 30 min slot between dropping kids off and starting work and GP didn't call until after 30 mins. Eventually rearranged. Got a face to face appointment soon after”	Z	“Patients who cannot access the telephone independently should still be offered face to face appointments. I feel [X,Y,Z’s] human rights are being compromised by having to talk through me because they cannot use the phone, [they] wear hearing aids and [X] has Alzheimer’s and gets confused on the phone”