The service - a mystery shopper review of the Enhanced Access Service across GP practices in Manchester
Download (PDF 223.38 KB)Summary of report content
Healthwatch Manchester was commissioned by NHS Greater Manchester to undertake two reviews of the Extended Access Scheme (EAS) for GPs. This report covers the findings of a telephone mystery shopping exercise of 83 GP practices to determine whether the service is being offered and the quality of information provided.
The majority of GP Practices in Manchester offer the EAS either at their practice or at another practice in their PCN. Just under a quarter didn't offer the EAS.
Of those that did offer it, the majority (50) of them failed to fully explain the service to the mystery shoppers. Furthermore, the quality of information provided regarding the EAS was predominantly poor.
The report includes two recommendations on training frontline staff and communication between GP practices and the PCN.