GP Access in Haringey: Learning from GP practices to help improve services

In this report Healthwatch Haringey explore how residents across the borough experience accessing their GP, and what practices are doing to improve patient experience. Building on previous GP-focused projects (from 2021 and 2022/23), this work focused on learning from four selected GP surgeries across the borough. The lead researchers conducted a total of three semi-structured interviews with practice and reception managers and two case studies.

Key findings:

• Big variation between east and west Haringey: Practices in the west generally reported more stability and higher patient satisfaction, partly linked to fewer social challenges.

• Staff wellbeing matters: Practices that built in reflective time and supported staff development showed signs of better patient experiences.

• Tackling anti-social behaviour: Practices in the east of the borough were more likely to deal with issues like rough sleeping and safety concerns, impacting staff and patients.

• Improved telephone access: Practices had made changes to improve responsiveness and triage processes—some now integrate systems to identify callers quickly.

• Language and accessibility remain barriers: Some practices are working to support patients who do not speak English fluently, but gaps remain.

The report shared seven key recommendations, including: 

• Share good practice more systematically across the borough.

• Encourage roundtable discussions between practices to build collective learning.

• Support staff through reflective practice and wellbeing initiatives.

• Improve patient communications—especially around how GP teams work and what support is available.

• Make information accessible to patients with additional language or communication needs.

What next?
Healthwatch Haringey plans to host roundtable sessions with GP practices and stakeholders to share what’s working, encourage collaboration, and support efforts to improve GP access across the borough.