GP registration in Hackney, and the right to access health care

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Summary of report content

Healthwatch Hackney staff and volunteers made calls to all 39 GP surgeries in Hackney over a two-week period in March 2021. They said they were calling from Healthwatch Hackney and asked staff to explain the process for registering with the practice.

When calling practices to enquire about registration there were a small number of practices that were difficult to reach. Five calls took over seven minutes to be answered, one call taking 27 minutes to be answered, and two others 24 minutes. Multiple calls were needed to get connected to six practices.

Twenty-three of the Hackney GP practices contacted asked for proof of identity. Twenty-seven practices asked for proof of address.

Many practices offered online registration. However, this was also often coupled with a requirement to bring documents to the surgery to complete the process.

Healthwatch Hackney made five recommendations in this report.

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General details

Report title 
GP registration in Hackney, and the right to access health care
Local Healthwatch 
Healthwatch Hackney
Date of publication 
Monday, 16 August, 2021
Date evidence capture began 
Monday, 1 March, 2021
Date evidence capture finished 
Wednesday, 31 March, 2021
Key themes 
Digitalisation of services
Health inequalities
Information providing
Patient records

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 

Details of health and care services included in the report

Primary care services 
GP practice

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.