GP mystery shopping

Healthwatch Barnet conducted a mystery shopping exercise with all 48 of Barnet’s GP surgeries. Their 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 - Healthwatch 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 the recommendations with their reception teams.

Digital Inclusion

 69% of receptionists told us their patients could book GP appointments over the phone. However, 14% said this could only be done online.

 27% of receptionists said it was possible to register with their surgery in person. However, 57% 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. 

Face-to-face appointments

It was positive to note that 41% of receptionists said either face-to-face or phone appointments could be booked, based on patient preference. 

43% said that decisions about whether to grant face-to-face appointments were made on a case-by-case basis. 

6% said that whether a face-to-face appointment could be arranged would depend on availability at the time. 

Registration ID

NHS guidance states that proof of address and immigration status are not required when registering with a GP surgery.  43% of receptionists said patients could register without proof of immigration status. However, 33% incorrectly stated that proof was needed and in 24% of cases this was unknown. 

 37% of receptionists said patients could register without proof of address. However, 55%  incorrectly stated that proof was needed, and in 8% of cases this information was unknown.

 Interpreters

 It was positive to note that 96% of receptionists said foreign language interpreters could be made available for GP appointments. 

However, 88% of receptionists incorrectly advised our researchers that interpreters were not available for conversations with reception. In five of the 47 cases where receptionists told us interpreters could be provided for GP appointments, they said there might be difficulties with arranging this.

The report contains a number of recommendations to improve access to GP services.