GP Stocktake
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Healthwatch Haringey carried out a GP stocktake during November 2021 to January 2022. They looked at phone systems and websites.
On average it took 5 minutes for calls to be answered in the morning and 6 minutes in the afternoon. Over a third of calls in the morning and the afternoon were answered in 2 minutes. Healthwatch couldn’t get through to the practice in six of the calls made in the morning and five in the afternoon. The longest time taken to answer was 26 minutes in the afternoon.
Three quarters had a phone queuing system and two in five only offered same day appointments with the patient having to call in the morning.
Over four in five practices had a phone message. Nearly half used an automated voice in their recorded message. On average recorded messages lasted 65 seconds. The language used in recorded messages was often quite complex.
Under one in ten GP websites had no current Covid-19 advice. Over two in five didn’t have a general email address for patients to contact the practice. Almost all GP practices signposted people to 111 for out of hours care. One in five didn’t have a feedback form or information on how to make a complaint.
Nearly two in five didn’t mention interpreting services and two in five didn’t have a translate function. Nearly two thirds didn’t mention disability access and only 15% display a safe surgeries banner/information.
The report contains 17 recommendations.