GP telephone waiting times in Greenwich - mystery shopping report

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Summary of report content

Healthwatch Greenwich decided to undertake a mystery shopping exercise to measure the waiting time to speak to someone at each GP surgery in the Royal Borough of Greenwich.

Overall, call waiting times were short.  Across all practices, the call waiting time range was from 1 minute to 36 minutes (not including uncontactable practices)  Overall average waiting time across all practices is 6 minutes .

Two practices were uncontactable. One practice was uncontactable via telephone • One (recently merged) practice was uncontactable as the number did not divert to the new practice number.

The report contains four recommendations.

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General details

Local Healthwatch
Healthwatch Greenwich
Publication date
Date evidence capture began
Date evidence capture finished
Key themes
Access to services
Service organisation, delivery, change and closure

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Observation (eg Enter and View)
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
0
Age group
Not known
Gender
Not known
Is the gender identity of people in the report the same as the sex they were assigned at birth?
Not known
Sexual orientation
Not known
Pregnancy/maternity
N/A
Does this report feature carers?
Not known
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