The views of Cheshire and Merseyside Residents on GP Access - June 2025
Between October 2024 and March 2025, Healthwatch teams collaborated to gather feedback from local residents regarding their experiences with booking and attending GP appointments. More than 6,900 individuals participated in the initiative.
This work was commissioned by the NHS Cheshire and Merseyside Integrated Care Board, engaging nine local Healthwatch organisations to assess how recent changes to GP services are functioning in practice. The findings aim to ensure that public feedback informs future improvements to primary care services.
Key Findings
- Phone Access: 66% of respondents contacted their GP by phone, but many faced long wait times and had to call multiple times.
- Appointment Availability: Only 41% secured a same-day appointment, while over 25% were unable to get one at all.
- Online Booking Challenges: Digital systems were not accessible to everyone, particularly older adults and those without internet access.
- Satisfaction with Care: Among those who had an appointment, 92% were satisfied with how it was delivered.
Summary of Patient Feedback on Staff Interactions in Cheshire and Merseyside Primary Care Services
Patient feedback on staff interactions revealed a mixed experience. Nearly half of respondents rated their interactions as excellent (5 stars), highlighting positive engagement. However, the remaining respondents reported feeling dismissed or not fully heard—particularly during interactions with reception staff.
These insights will play a vital role in shaping future improvements to primary care services across Cheshire and Merseyside. By incorporating patient experiences into strategic planning, healthcare providers aim to enhance service delivery and ensure more consistent, patient-centered care.
