• 77% of patients were satisfied or very satisfied with their experience at the PCC

• 90% were able to discuss all of their health concerns during their appointment

• 77% rated PCC cleanliness and comfort as good or excellent

The Minister for Health and Care, the Hon Gemma Arias-Vasquez, has today published the results of the latest Primary Care Centre (PCC) Patient Feedback Survey, which received 181 responses.

The survey was open throughout the month of September and designed to be as accessible as possible. Patients could complete it online, fill in a physical form at the PCC, or scan QR codes displayed across both the PCC and St Bernard’s Hospital during September.

The results were presented to the PCC Taskforce last week and will form the basis for the next phase of improvements at the PCC. A considerable number of constructive suggestions were made, many of which will now be discussed in detail by the taskforce.

The findings show positive levels of confidence in the PCC. 77% of respondents said they were very satisfied or somewhat satisfied with their overall experience, and 90% confirmed they were able to discuss all of their health concerns during their appointment. A further 86% felt their concerns were addressed fully or at least in part.

The feedback also reflected well on the patient environment, with 77% rating the cleanliness and comfort of the Centre as good or excellent.

In relation to access to appointments, 63% of respondents found the process of booking an appointment very easy or somewhat easy, while 37% experienced difficulty. Waiting times were also generally positive, with 72% of patients being seen on time or within 20 minutes of their scheduled appointment, although some waited longer.

There were also 142 written comments offering suggestions for improvement. These included enhancing the phone booking experience, clearer communication when patients are called for their appointment, and small adjustments to the waiting area to support comfort and flow.

The Minister for Health and Care, the Hon Gemma Arias-Vasquez, said:

“I launched this Patient Feedback Survey because I want to make sure that the Primary Care Centre is getting it right for patients. For many, this is the first point of contact with the GHA, so the experience here really matters.

The feedback shows that we are improving and that most patients are satisfied with the care and support they receive, and that is thanks to the dedication of our staff.

At the same time, patients have been clear about where they want to see further change and improvement, and I am determined to deliver it. The results were presented to the PCC Taskforce yesterday and will drive the next set of improvements.

I am working hard on this, and I will continue doing so because patients deserve a Primary Care Centre that works well for them.”

ENDS

NOTE TO EDITORS

Full results of the survey:

Question 1: What was the date of your most recent visit to the PCC?
181 respondents provided a date, with most visits during July–September 2025. Five entries were pre-2025, reflecting older visits.

Question 2: What is your age group?

• Under 18 – 3 (2%)

• 18 to 24 – 8 (4%)

• 25 to 34 – 16 (9%)

• 35 to 44 – 24 (13%)

• 45 to 54 – 36 (20%)

• 55 to 64 – 38 (21%)

• 65 and older – 56 (31%)

Question 3: How did you book your appointment?

• Phone – 103 (57%)

• Online – 41 (23%)

• In person – 10 (6%)

• GP booked it – 16 (9%)

• Other – 11 (6%)

Question 4: How easy was it to book your appointment?

• Very easy – 51 (28%)

• Somewhat easy – 63 (35%)

• Difficult – 37 (20%)

• Very difficult – 30 (17%)

Question 5: Who was your appointment with?

• GP – 157 (86%)

• Nurse – 21 (12%)

Question 6: Which nursing service did you attend?
(21 responses)

• Infection Clinic – 1 (5%)

• Well Person Unit – 5 (24%)

• Phlebotomy – 4 (19%)

• Blood Pressure Clinic – 2 (10%)

• Dermatology Service – 5 (24%)

• Other – 4 (19%)

Question 7: How many separate health concerns did you want to discuss?

• One – 68 (38%)

• Two – 48 (27%)

• Three – 31 (17%)

• Four or more – 13 (7%)

Question 8: How long did you wait to be seen?

• On time – 43 (24%)

• Under 10 minutes – 38 (21%)

• 10–20 minutes – 50 (28%)

• 20–40 minutes – 36 (20%)

• Over 40 minutes – 14 (7%)

Question 9: Were you able to discuss all concerns?

• Yes – 162 (90%)

• No – 19 (10%)

Question 10: Did you feel your health concerns were addressed?

• Completely – 104 (59%)

• Not fully – 51 (28%)

• Not really / not at all – 22 (13%)

Question 11: Duration of appointment:

• <5 minutes – 29 (16%)

• 5–10 minutes – 78 (43%)

• 10–15 minutes – 60 (33%)

• 15 minutes – 14 (8%)

Question 12: Cleanliness and comfort rating:

• Excellent – 54 (30%)

• Good – 86 (48%)

• Fair – 35 (19%)

• Poor or very poor – 6 (4%)

Question 13: Overall satisfaction:

• Very satisfied – 77 (43%)

• Somewhat satisfied – 61 (34%)

• Neutral – 24 (13%)

• Dissatisfied – 19 (11%)