The views of Cheshire West and Chester residents on the GP Access survey

The Healthwatch Cheshire West GP Access Survey looks closely at how local residents feel about their primary care services. Conducted between October 2024 and March 2025, Healthwatch gathered feedback from 1,433 people in Cheshire West and Chester representing different backgrounds. The survey revealed both challenges and successes in how GP services are provided.

Nearly 67% of respondents mostly used the telephone to contact their GP, but many experienced long waiting times and interruptions. The average ease-of-access rating was 6.2 out of 10, indicating that there is room for improvement in accessibility. While 93% of those who secured appointments were satisfied with their experience, the process of getting to this point was challenging for many. 

Vulnerable groups, including elderly patients, people with disabilities, and caregivers, faced barriers to accessing services. However, when support was available, these groups reported positive experiences, particularly appreciating staff who understood their needs. 

Alternative service routes, such as pharmacies and other healthcare providers were used by some patients when they were unable to secure GP appointments. While these options offered support for some, others found them insufficient for their healthcare needs. 

Interactions with staff received mixed reviews, with almost half of respondents rating their experience as excellent (5 stars). However, the other half reported feeling dismissed or not fully heard, especially during their contact with reception staff.