Summary of report content
Healthwatch Milton Keynes produced an update on their previous report on GP registration processes locally and report on progress made against the recommendations of their earlier report. They reviewed the content of individual websites for each GP practice in Milton Keynes between 23rd and 26th July 2020.
The report outlines the response of the Milton Keynes CCG and Milton Keynes GP Federation to the earlier report where they supported all patients’ right to register and agreed to review local guidance.
While it is pleasing to note that many GP Practices have begun to use the standardised form, it is equally disappointing to see that almost every practice has added their own text alongside these forms stating that not providing photo identification and a variety of other forms of identification will result in patients not being registered.
Healthwatch Milton Keynes were disappointed to note that standardised wording about GP registration has not been adopted on any of the 28 GP practice websites across Milton Keynes. Over half of GP websites that insist on identification state that a minimum of 2 pieces are required.
The CCG developed and rolled out training for receptionists and admin staff with regards to customer service. Clearly defined outcomes were established to ensure that all staff who undertook the training will have the ability to complete a customer service improvement plan. Although training time was allocated, Healthwatch Milton Keynes was disappointed that few staff took up the offer and that the training was focused on the needs of homeless people.
Healthwatch Milton Keynes reiterated the recommendations it made in 2019.