Survey shows people happy with GP practice despite pressures faced during pandemic

Most people in West Lancashire are happy with their GP practice during the pandemic period according to the results of an annual survey.

Of the 1,945 West Lancashire residents who responded to the national GP Patient Survey, 82 per cent rated their overall experience of their GP surgery as at least ‘good’.

Responses to the majority of questions within the survey, which was carried out during the COVID-19 pandemic, had improved since last year and were consistently above the national average.

Dr Amanda Doyle OBE, chief clinical officer for NHS West Lancashire Clinical Commissioning Group (CCG), said: “This is a huge vote of confidence after a very tough 18 months for GP practices and I’m delighted to see that people are generally happy with the service they have received.

“The COVID-19 pandemic has been a difficult time for us all and there has been a real pressure on GP practices, which have changed the way appointments are carried out in order to protect patients and staff. To see these results, which show more people were happy with experiences of making appointments and that they found it easy to get through on the phone, is really pleasing.

“Around 56% of respondents said they had a face-to-face appointment with their practice, while other people were able to be supported via video and telephone consultations

“I would like to thank my colleagues in GP practice across the West Lancashire for their hard work throughout this pandemic. With survey results like this, it is clear evidence that high quality services have continued to be provided to people across the borough during this difficult time.”

Key findings of the survey included:

  • 92 per cent said they found receptionists helpful.
  • 68 per cent had a good experience of making an appointment.
  • 81 per cent said their GP practice website was easy to use to look for information and access services.
  • 69 per cent said it was very or easy to get through to someone at their GP surgery on the phone.

The GP Patient Survey reflects on people’s experience of healthcare services provided by GP surgeries, including access to GPs, making appointments, the quality of care received from GPs and practice nurses, ease of use of online services and satisfaction of out-of-hours NHS services.

The survey is run independently by Ipsos Mori and sent to more than a million people at random across the UK. In West Lancashire, 38 per cent of the 5,147 surveys sent out were returned.

The full results can be found at