Access to primary care

Healthwatch Knowsley undertook a six‑month study conducted by Healthwatch Knowsley to understand people’s experiences of accessing GP and primary care services. The study was based on 783 pieces of patient feedback gathered through surveys, outreach events, visits to GP practices, and interviews with patients attending Accident and Emergency (A&E) departments. 

Overall, the report finds that most patients are satisfied with the quality of care and treatment they receive once they access services. Many respondents described staff, including GPs, nurses, and receptionists, as caring, professional, and helpful. Over a third of respondents rated their GP services as “excellent,” and the overall satisfaction score was relatively positive. 

However, despite positive views of care, the report highlights significant problems with access to services. The main issues reported by patients include difficulty getting through on the phone to book appointments, long waits for available appointments, and long waiting times at surgeries. Many patients also reported frustration with administrative systems and inconsistent processes across different GP practices. 

The study shows that there is no single appointment system that works for everyone. Different practices use a variety of systems, such as telephone triage, online booking, and walk‑in appointments. While some patients value flexibility and choice, others find these systems confusing, inconvenient, or unsuitable for their needs. In particular, telephone consultations are often misunderstood, with some patients not recognising them as legitimate GP appointments. 

The findings also indicate that waiting times are a major concern, both when trying to book appointments and when attending them. Certain groups, such as carers and parents of young children, found waiting particularly difficult. Although some patients reported quick access, experiences varied widely depending on location and practice. 

The report also examines why people attend A&E departments. It finds that many patients either could not get a timely GP appointment or chose not to wait, while others were referred by their GP. A lack of awareness about alternative services and dissatisfaction with access to primary care contributed to A&E attendance. 

Geographically, the detailed analysis of the Kirkby area shows similar patterns: high satisfaction with care quality but continued concerns about accessing appointments. The findings reinforce that access issues are consistent across the borough, even where care quality is strong. 

In conclusion, the report states that the main challenge in primary care is not the quality of treatment but managing demand, access, and patient expectations. It stresses the need for clearer communication about available services and appointment systems, as well as better public awareness of how and when to use primary care versus A&E services. 

The report recommends closer collaboration between Healthwatch, GP practices, and commissioners to better understand patient preferences, improve communication about access options, and ensure more consistent and equitable access to primary care services across Knowsley.