Mersey Care NHS Walk-in Centres Listening Event

Healthwatch Liverpool held listening events at four NHS Walk-in Centres and the Abacus sexual health service in October 2018, gathering feedback from 80 patients, carers and family members. Overall, experiences were positive, with people valuing the convenience of being able to access care without an appointment. Friendly, helpful staff were the most frequently praised aspect of the services, and many patients said the centres provided an important alternative when they could not access a GP appointment.

The main reasons people used the services were convenience, local access and difficulties obtaining GP appointments. Patients particularly valued quick access to care, specialist children's services at the Smithdown Walk-in Centre and the availability of additional services such as X-rays at South Liverpool Walk-in Centre. Most respondents felt the service they attended could provide the treatment they needed.

The most common concern was waiting times, particularly at the Abacus service, where a number of people reported waiting several hours. Other issues included limited privacy at reception desks, concerns about staffing levels and the small size of the waiting area at the Children's Walk-in Centre. Building environments were generally viewed positively, although patients highlighted overcrowding and lack of seating in some locations.

Healthwatch concluded that Liverpool's Walk-in Centres and Abacus provide valued and accessible services with high levels of patient satisfaction. Recommendations focused on addressing waiting times, particularly at Abacus, exploring options to increase waiting room space at the Children's Walk-in Centre, and improving public awareness of how to raise concerns or complaints about services.