The views of Cheshire and Merseyside Residents on the GP Access Survey

This is a report by Healthwatch Cheshire East, Cheshire West, Halton, Knowsley, Liverpool, Sefton, St Helens, Warrington, Wirral. The project looks at GP access.

The Healthwatch GP Access Survey looks closely at how local residents feel about their GP services across Cheshire and Merseyside. All 9 local Healthwatch across Cheshire and Merseyside gathered feedback between October 2024 and March 2025 from 6,944 people from diverse communities. The survey responses revealed both successes and challenges in how GP services are provided. While key themes and challenges remained consistent across the region, the feedback highlighted notable variation between individual GP practices. Some surgeries received largely positive responses, while others faced more critical feedback, suggesting differing experiences depending on the specific practice.

The main challenge that people face remains securing an appointment and many found the phone and online booking process frustrating. While 71% of those surveyed eventually managed to be seen face-to-face, it often took several attempts using different methods to secure appointments.

Key findings include:

• Nearly 66% of respondents mostly used the telephone to contact their GP, but many reported experiencing long waiting times and the need to make repeat calls. The average ease-of-access rating was 6 out of 10, indicating that there is room for improvement in accessibility. The 8am rush to make an appointment was a cause for frustration and a barrier to making appointments. While 91% of those who secured appointments found the date and time convenient, the process of getting to this point was challenging for many. 

• Some people including elderly patients, disabled people, and unpaid caregivers faced barriers to accessing services. However, when support was available, they reported positive experiences, particularly appreciating staff who understood their needs.

• Alternative service routes, such as pharmacies and other healthcare providers were used by some patients when they were unable to secure GP appointments or as first point of contact. While these options offered support for some, others found them insufficient for their healthcare needs.

• Interactions with staff received mixed reviews, with almost half of respondents rating their experience as excellent (5 stars). However, the other half reported feeling dismissed or not fully heard, especially during their contact with reception staff.

There are follow up actions in this report. They involve monitoring after the report and sharing it widely.