The views of Sefton residents on the GP access survey

Healthwatch Sefton published a report on GP access, looking closely at how Sefton residents feel about their primary care services. Conducted between October 2024 and March 2025, they gathered feedback from 689 people in Sefton representing different backgrounds. The survey revealed both challenges and successes in how GP services are provided.

In Spring 2024, national plans were introduced to improve patient access to primary care services through the Primary Care Access Recovery Plan (PCARP). To understand the real-world impact of these changes and ensure that the patient voice is central to any future developments, all 9 Healthwatch across Cheshire and Merseyside ran a joint ICB-commissioned project to hear directly from residents. 

One of the key issues highlighted was that many people found it hard to get appointments. A lot of residents had trouble with the phone systems and online booking. Only 50% of those surveyed eventually managed to get face-to-face appointments, it often took several tries using different methods to secure them for those who couldn’t. Out of all the Healthwatch, Sefton showed the lowest rate of securing appointments. 

Key findings from our research include:

Nearly 69% of respondents used the telephone to contact their GP, but many experienced long wait times and interruptions. The average ease-of-access rating was 4.9 out of 10, lowest among all the Healthwatch. While 89% 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.

These findings will contribute to future improvements to primary care services across Sefton, ensuring that patient experiences inform strategic planning and changes in service delivery.