Summary of report content
Healthwatch Sefton conducted an announced Enter and View visit to St Marks Medical Centre in November 2018. They surveyed 36 patients who gave their feedback about their GP practice.
The report found that some people had to use other services as they were unable to get an appointment. Unfortunately, nearly 70% of people described their appointment as poor. The majority of patients did not know the name of their doctor and did not get to see the same doctor. 40% of respondents reported not being able to book a routine appointment in advance to see a GP.
A number of recommendations were made including: the booking system (phone and online) should be reviewed to improve experience; consideration needs to be given to remind patients who their named GP is, particularly for those with long-term conditions; a review of why registered patients access emergency services when they cannot book an appointment at the centre; consideration needs to be given to provide staff with consistent information about the booking of same day and advance appointments; and consideration needs to be given to keeping information confidential when at the reception desk and in the waiting area.
The service provider did not respond to the report.