My Rights to Healthcare: GP Registration and Access

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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.

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General details

Report title 
My Rights to Healthcare: GP Registration and Access
Local Healthwatch 
Healthwatch Milton Keynes
Date of publication 
Monday, 14 December, 2020
Date evidence capture began 
Thursday, 23 July, 2020
Date evidence capture finished 
Sunday, 26 July, 2020
Type of report 
Report
Key themes 
Access
Staff attitudes
Staff training
Healthwatch reference number 
Rep-7978

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
How was the information collected? 
Research
If an Enter and View methodology was applied, was the visit announced or unannounced? 
N/A

Details of health and care services included in the report

Primary care services 
GP practice

Details of people who shared their views

Number of people who shared their views 
Not known
Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Other population characteristics 
Homeless people
Does the information include public's views? 
No
Does the information include carer's, friend's or relative's views? 
No
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
All care professionals
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Not known

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
No
Is there evidence of impact in the report? 
Yes
Is there evidence of impact external to the report? 
Not known
What type of impact was determined? 
Tangible impact (not cost related)

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.