The views of St Helens residents on GP access

The Healthwatch St Helens GP Access Survey looks closely at how local residents feel about their primary care services. Conducted between October 2024 and March 2025, we gathered feedback from 488 people in St Helens representing different backgrounds. The survey revealed both challenges and successes in how GP services are provided.

Nearly 74% of respondents mostly used the telephone to contact their GP, but many experienced long wait times and interruptions. The average ease-of-access rating was 7.6 out of 10, which was the highest among other Healthwatch. While 95% 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 more than half of the 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.