Summary of report content
Healthwatch Nottingham and Nottinghamshire conducted a mystery shopping exercise with 59 GP surgery answering machine messages. This method was used to collect information about what is shared on GP answer machines in relation to the COVID-19 pandemic.
The results found that there was inconsistent messaging in regard to whether surgeries are open or not. Not all practices provided clear information on COVID-19 symptoms, isolations and NHS 111. Additionally, it was found that further help was offered but limited to those with internet access.
The recommendations include that all surgeries should use a standard message about opening times, availability of appointment types, COVID-19 symptoms and what action to take when you cannot access NHS 111 online.