COVID-19 GP answer machine messages

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Summary of report content

Healthwatch Nottingham and Nottinghamshire conducted a mystery shopping exercise with 59 GP surgery answering machine messages. This method was used to collect information about what is shared on GP answer machines in relation to the COVID-19 pandemic.

The results found that there was inconsistent messaging in regard to whether surgeries are open or not. Not all practices provided clear information on COVID-19 symptoms, isolations and NHS 111. Additionally, it was found that further help was offered but limited to those with internet access.

The recommendations include that all surgeries should use a standard message about opening times, availability of appointment types, COVID-19 symptoms and what action to take when you cannot access NHS 111 online.

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General details

Local Healthwatch
Healthwatch Nottingham City
Healthwatch Nottinghamshire
Publication date
Date evidence capture began
Date evidence capture finished
Type of report
Report
Key themes
Access to services
Booking appointments
Written information, guidance and publicity
Caring, kindness, respect and dignity

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Survey
If an Enter and View methodology was applied, was the visit announced or unannounced?
N/A

Details of health and care services included in the report

Details of health and care services included in the report
General Practice (GP)

Details of people who shared their views

Number of people who shared their views
59
Does this report feature carers?
No
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