GP Access - The view from Halton - June 2025
Between October 2024 and March 2025, Healthwatch Halton asked people across the borough to share their experiences of accessing GP services.
A total of 767 residents took part—highlighting real-world issues with phone queues, online systems, and the 8am appointment rush.
The nine Healthwatch were commissioned by NHS Cheshire and Merseyside Integrated Care Board to find out how recent changes to GP services are working in real life—and to make sure people’s views help shape how things are improved in future.
What people told us
- 66% of people contacted their GP by phone—but many struggled with long queues and repeated calls.
- Only 41% got a same-day appointment, while over a quarter couldn’t get one at all.
- Online booking systems didn’t work for everyone, especially older people or those without internet access.
- When people did get an appointment, most were happy with the care they received. In fact, 92% were satisfied with how their appointment was delivered.
Many also said reception staff were helpful once they got through, but others felt rushed or not listened to—especially at the first point of contact.
The feedback from this joint project will help the NHS and partners improve access to GP services across the region.
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GP Access - The view from Halton
