GP Access Survey - The views of St Helens Residents - June 2025
A total of 488 residents in St Helens participated in the survey. The survey revealed both challenges and successes in how GP services are provided, shedding light on real-life challenges with phone queues, online booking systems, and the 8am appointment scramble.
NHS Cheshire and Merseyside Integrated Care Board commissioned the nine Healthwatch organisations to assess how recent changes to GP services are functioning in practice—and to ensure public feedback plays a key role in shaping future improvements.
NHS Cheshire and Merseyside Integrated Care Board commissioned the nine Healthwatch organisations to assess how recent changes to GP services are functioning in practice—and to ensure public feedback plays a key role in shaping future improvements.
One of the main concerns raised was the difficulty many people faced in securing appointments. Many residents struggled with both phone systems and online booking platforms. Although 78% of respondents eventually succeeded in getting face-to-face appointments, those who did often had to try multiple times and use different methods to secure one.
Key insights from our research include:
- Nearly 74% of respondents primarily used the phone to contact their GP, but many encountered long wait times and disruptions. The average ease-of-access rating was 7.6 out of 10, the highest among other Healthwatch reports. While 95% of those who secured appointments were satisfied with their experience, the journey to reach that point was often challenging for many.
- Vulnerable groups, such as the elderly, people with disabilities, and caregivers, faced additional barriers in accessing services. However, when they received the necessary support, these groups reported positive experiences, particularly valuing staff who understood their specific needs.
- Some patients turned to alternative healthcare options, like pharmacies or other providers, when they couldn’t secure GP appointments. While these options helped some, others found them inadequate for their healthcare needs.
- Feedback on staff interactions was mixed. More than half of respondents rated their experience as excellent (5 stars), but the other half felt dismissed or unheard, particularly during interactions with reception staff.
These findings will inform future improvements to primary care services in St Helens, ensuring patient experiences guide strategic decisions and adjustments in service delivery.
Downloads
File download
