GP Mystery shopping
Our researchers phoned surgeries, posing as patients who wished to register. This project took place in a context where GPs face pressures, including long-term funding challenges, which have contributed to reductions in the GP workforce. This research was undertaken in the spirit of collaboration - we shared individual results with all 48 surgeries, including positive findings.
At the time of writing, 30 Practice Managers have replied to say they have addressed our recommendations with their reception teams.
What we found
We looked at GP access for digitally excluded people, the availability of face-to-face appointments, the accessibility of the registration process and access to interpreters for non-English speakers.
In most categories, we found both good practice and areas for improvement.
For example, we asked about whether patients could register with each GP surgery in person, as well as online. In response, 27% (n=13) of receptionists confirmed that it was possible for patients to register in person. However, 57% (n=28) said patients could only register online.
Many patients can access services just as effectively, or more effectively, using digital channels. We therefore appreciate the importance of encouraging digital access. However, a minority of patients are digitally excluded - it is crucial that they can access non-digital routes.
We also asked which documents patients needed to show in order to register. NHS guidance states that proof of address and immigration status are not required when registering with a GP surgery.
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We were pleased to find that 43% (n=21) of receptionists said patients could register without proof of immigration status. However, 33% (n=16) incorrectly stated that proof was needed.
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37% (n=18) of receptionists said patients could register without proof of address. However, 55% (n=27) incorrectly stated that proof was needed.
Our recommendations
Our recommendations for GP surgeries, the North Central London NHS Integrated Care Board and the Department of Health and Social Care are set out on pp.4-5 of the report.
As noted above, 30 GP Practice Managers have advised us that they are implementing our recommendations on digital exclusion, face-to-face appointments, the registration process and access to interpreters for non-English speakers. We are in close dialogue with the Integrated Care Board on the support provided to GP surgeries.
Thank you so much for the feedback, I have shared the feedback with our reception team and I have also arranged a meeting with the reception team to discuss the feedback and provide them with the information and training.
