GP access - understanding patients' experiences of GP services in Liverpool

Healthwatch Liverpool gathered feedback from 1,008 patients between June 2017 and April 2018 to understand experiences of accessing GP services across the city. Overall, patients were positive about staff attitudes, with 78% rating interactions with staff as good. However, satisfaction with appointment availability and telephone access was considerably lower, particularly in North Liverpool, where patients reported more difficulty getting through on the phone and obtaining convenient appointments than elsewhere in the city. 

The most common concern was the appointment booking system. Most patients still booked appointments by telephone, leading to busy phone lines and long waits, particularly when same-day appointments were released at 8am. Many reported repeatedly calling practices only to find that appointments had already gone. Online booking was used by very few patients and was often criticised for limited availability and lack of flexibility. Patients who worked, cared for others or had childcare responsibilities found existing systems particularly difficult to navigate. 

Continuity of care was especially important for people with long-term conditions and mental health needs. Many patients wanted to see the same GP or nurse because they valued established relationships and felt clinicians who knew their history could provide better care. However, most respondents reported they were unable to see their preferred clinician. There were also concerns about communication barriers for people who required interpreters, were Deaf or had visual impairments, with some patients relying on family members to help access services or attend appointments.

Healthwatch concluded that improvements were needed to appointment systems, telephone access, continuity of care and support for people with communication needs. Recommendations included improving alternatives to telephone booking, increasing opportunities to book appointments in advance, raising awareness of the receptionist’s role, reducing reliance on family members as interpreters, improving interpreter access, and ensuring services meet the needs of people with disabilities and those whose first language is not English.