October 2024 - September 2025, Experience of GP Services
This report is based on the experiences of 559 local people who shared feedback with Healthwatch Halton over the past year.
How have things changed since the previous quarter?
Overall sentiment stands at 41% positive, 56% negative and 3% neutral.
Overall satisfaction has improved by 9% this quarter, according to feedback.
Top Themes
A majority of people continue to report good quality treatment and nursing care.
However, patients would like greater levels of access, involvement, communication and support.
Service Access
People continue to experience difficulties with telephone access, booking appointments, and long waits for routine appointments.
Satisfaction on service access has improved by 6%, comments suggest.
Complaints are down by 5% on waiting times, but up by 1% on the ability to book appointments.
Feedback about most practices remains mixed, but Grove House Practice (St Paul’s) and Castlefields Health Centrereceive a notable ratio of positive comments.
Clinical Treatment and Staff Attitude
Feedback suggests patients would like greater levels of empathy, involvement and support from staff.
Choice — whether for in-person appointments or preferred clinicians — continues to be a key topic.
This quarter, complaints are down by 9% on staff attitude, but up by 8% on treatment and care.
Positive feedback was particularly strong for Grove House Practice (St Paul’s), Castlefields Health Centre, Peelhouse Medical Plaza and Upton Rocks Surgery.
Administration and Communication
Many people highlight issues with administration and call for better support from reception teams and clearer communication across practices.
Concerns include repeat prescriptions, test results, and staff training.
This quarter, complaints are down by 6% on administration and by 5% on communication.
Castlefields Health Centre again receives a notable ratio of positive comments.
