GP Access in Liverpool " a good service when you can get it"
Download (PDF 910.55 KB)Summary of report content
Healthwatch Liverpool undertook a survey on people's experiences of GP surgeries. They heard from 225 people.
A majority of people prefer to contact the GP by phone, followed by going in in-person.
The most popular phone system included a call-back option. People also like to know where they are in the queue.
There were mixed views on eConsult; some people said they had to lie on the form to avoid being advised to go to A&E. Some found it easy to use, others didn’t.
GP websites varied in the information they provided and in how accessible they were, including for speakers of other languages.
Older people were more likely not to use the internet and there were some examples of older people falling through the gaps.
Most patients were unfamiliar with the roles of ARRS staff (Additional Roles Reimbursement Scheme e.g. Social Prescribing Link Workers, pharmacists, physiotherapists).
Most patients were unaware of the Enhanced Access scheme which was introduced in October 2022.
Practice managers said that practices are under enormous pressures, and many struggled to recruit staff to cover higher demand from patients.
Older people, people with sensory disabilities and speakers of other languages faced additional problems in accessing GPs/primary care.
The report contains 12 recommendations about accessible communications, telephone systems, information to patients, training for staff, publicity about Pharmacy First, better communication about other roles in GP surgeries, information to include on GP websites and how to build websites that work well with a range of browsers and devices.