A right in principle, not always in practice

Healthwatch Redbridge undertook research on GP registration and equitable access to primary care, focusing on how consistently GP practices follow Safe Surgeries principles designed to ensure access for migrants, refugees, people experiencing homelessness and others who may lack documentation. The study reviewed all 41 GP practice websites in the borough and carried out a mystery shopper exercise involving 50 telephone calls to practices during January and February 2026, with contact successfully made with 38 practices.

The research found significant inconsistencies in the information and support provided to people seeking to register with a GP. While everyone has the right to register regardless of immigration status, proof of address or identification, 46% of practices told the mystery shopper that registration could not proceed without documents, and only 30% correctly stated that no documents were required. Although 84% of practices confirmed interpreter services were available, only 34% advertised this on their websites. The study also identified long telephone wait times and examples of poor or discriminatory responses from staff. 

Despite these concerns, there were positive findings. Most staff were friendly and approachable, with 92% rated as friendly or very friendly, and most websites were generally accessible and easy to understand. However, only 12% of websites referenced Safe Surgery principles and some practices displaying the Safe Surgery logo still gave incorrect information about registration requirements. The report found that experiences varied considerably depending on the practice, member of staff and method of contact. 

Healthwatch concluded that access to GP registration in Redbridge is a right that exists in principle but is not always delivered consistently in practice. Recommendations included increasing Safe Surgery participation, providing borough-wide staff training on registration rights, standardising website information, improving telephone access, strengthening interpreter awareness, and ensuring that Safe Surgery commitments are reflected in everyday practice as well as on practice websites.