How do I register?

Healthwatch Croydon undertook research on how easy it is to register with a GP in Croydon. They contacted all 57 GP practices three times between November and December 2018 through a mystery shopping exercise, asking a single question: “How do I register with your practice?”. 

The report found that staff attitudes and helpfulness were generally positive, with around 70% of practices assessed positively in these areas. The average telephone waiting time was 2 minutes and 34 seconds. However, only 15% of practices provided registration advice that fully reflected national NHS guidance, and 77% incorrectly stated that identification or proof of address was required. Many practices also provided inconsistent information between their websites and telephone enquiries. 

A particular concern was the impact on homeless people and others without formal identification or a fixed address. Mystery shoppers encountered examples where practices stated they would not register people without proof of address, required multiple forms of identification or were unsure how to register homeless patients. Healthwatch identified these responses as barriers to accessing primary care and highlighted evidence that some people end up using urgent care or A&E services instead when they cannot register with a GP. 

Healthwatch Croydon recommended that practices follow national guidance by registering patients without requiring ID, provide consistent information online and by phone, use standard registration forms, make it clear that people with no fixed address can register using the practice address, and improve customer service and telephone access. NHS Croydon CCG accepted the findings and committed to reminding practices of the correct registration procedures and supporting improvements in patient access and experience.