The Experience of GP services

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Summary of report content

Healthwatch Halton report on trends in the data they receive about GPs during the period 1 January to 31 March 2025.  During that period, they heard from 529 people.

A majority of people receive good quality treatment and nursing care, on the whole. According to feedback, patients would like greater levels of service access, involvement, communication and support.

People continue to report difficulties with telephone access, associated problems with booking, and longer than expected waits for routine appointments.

Experiences indicate patients would like greater levels of support, involvement and empathy. Choice (of in-person appointments or preferred clinician) is also an issue.

Many people complain of general administration, and some would like greater levels of support from reception staff, and levels of communication service wide. Repeat prescriptions, test results and staff training are also cited as issues.

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General details

Local Healthwatch
Healthwatch Halton
Publication date
Date evidence capture began
Date evidence capture finished
Key themes
Access to services
Administration (records, letters, results)
Booking appointments
Caring, kindness, respect and dignity
Communication with patients; treatment explanation; verbal advice
Consent, choice, user involvement and being listened to
Medication, prescriptions and dispensing
Service organisation, delivery, change and closure
Waiting for appointments or treatment; waiting lists for treatment
Waiting times- punctuality and queuing on arrival

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
General feedback
If an Enter and View methodology was applied, was the visit announced or unannounced?
N/A

Details of health and care services included in the report

Details of health and care services included in the report
General Practice (GP)

Details of people who shared their views

Number of people who shared their views
529
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