GP Mystery shopping

Healthwatch Barnet conducted a mystery shopping exercise with all 48 of Barnet’s GP surgeries.

Our 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.

What they found

Healthwatch Barnet looked at GP access for digitally excluded people, the availability of face-to-face appointments, the accessibility of the registration process and access to interpreters for non-English speakers.

In most categories, they found both good practice and areas for improvement.

For example, they asked whether patients could register with each GP surgery in person, as well as online. In response, 27% (n=13) of receptionists confirmed that it was possible for patients to register in person. However, 57% (n=28) said patients could only register online.

Many patients can access services just as effectively, or more effectively, using digital channels. They 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.

Healthwatch Barnet also asked which documents patients needed to show in order to register. NHS guidance states that proof of address and immigration status are not required when registering with a GP surgery.

• They were pleased to find that 43% (n=21) of receptionists said patients could register without proof of immigration status. However, 33% (n=16) incorrectly stated that proof was needed.
• 37% (n=18) of receptionists said patients could register without proof of address. However, 55% (n=27) incorrectly stated that proof was needed.