GP Access Project Patient Questionnaire Results

At the end of the 2013/14 Healthwatch Cheshire West reviewed the feedback they had received from members of the public during their first year of operation. During this period Healthwatch Cheshire West received more comments from members of the public regarding access to and experience of General Practice than any other service area.  They heard from 1,025 people.

Overall, the findings show a generally positive view of GP services. Around 75% of respondents rated their appointment as good or excellent, and most patients felt they had enough time with their GP and were able to discuss their concerns. 

However, satisfaction with the quality of care did not always translate into satisfaction with access to appointments.

Access to GP services emerged as a key issue. Most patients (63%) booked appointments by telephone, with very low use of online booking systems (5% overall). 

Telephone access was a significant barrier. Although 60% of respondents said it was easy to get through, many reported serious difficulties during peak times, particularly at 8am when lines were often engaged and required repeated attempts. 

More than half of patients were able to get an appointment on the day or time they wanted, but a substantial minority could not. Many reported needing to call multiple days in a row or being forced to accept inconvenient times. 

Advance booking was limited, with many practices operating same-day systems that lacked flexibility, particularly for working people, carers, and those with ongoing conditions.

A large proportion of respondents (69%) believed that evening or weekend appointments were not available, suggesting either limited provision or poor communication about extended hours services. 

Although most patients could usually see a doctor, continuity of care was a challenge, with many unable to see their preferred GP consistently.

The role of reception staff was a key theme. Most patients reported being asked why they needed an appointment, but many felt uncomfortable sharing personal information with non-clinical staff. 

Privacy was also a concern, with around one-third of respondents feeling they did not have sufficient confidentiality at reception desks. Open waiting areas meant conversations could often be overheard. 

When unable to access GP appointments, 37% of respondents reported using other services. These included pharmacists, walk-in centres, out-of-hours services, and notably Accident and Emergency departments (used by 20%). 

This suggests that difficulties accessing primary care may contribute to pressure on urgent and emergency services.

While 41% of patients had used out-of-hours GP services, many lacked awareness or understanding of how to access them. Barriers included transport, confusion about service types, and reluctance to see unfamiliar doctors. 

Around a quarter of respondents identified as disabled. Their experiences varied widely. Some reported good provision such as ramps and interpreters, while others highlighted physical barriers, poor communication support, and lack of understanding of specific needs. 

The report identifies several key issues requiring further investigation:

• Poor telephone access and heavy reliance on calling at peak times
• Very low use and awareness of online booking systems
• Limited flexibility in appointment systems, particularly for working people
• Concerns about privacy and confidentiality at reception
• Lack of awareness of out-of-hours and extended services
• Use of A&E and other services when GP access fails