Read our ‘mystery shopping’ report on GP registration


Healthwatch Hillingdon has published a report detailing the findings of its ‘Mystery Shopping’ exercise around registering at GP practices.

This was as a result of us receiving a number of complaints in 2016 from residents who had been refused registration because they did not have photographic identification – which is contrary to the regulatory terms of GP practices’ General Medical Services contract.

Healthwatch Hillingdon then raised concerns about this at the Hillingdon Clinical Commissioning Group Primary Care Access Forum. We subsequently worked with the Clinical Commissioning Group (CCG) and the Forum to produce guidance for GP practices on registering new patients.

During May and June 2018, we carried out the mystery shopping project to determine whether, when registering new patients, GP practices in Hillingdon were following the NHS guidelines. We found that the majority were still not.

In light of the results of this exercise, Healthwatch Hillingdon made several recommendations for the Hillingdon CCG to carry out, and consequently GPs have been written to, to remind them of the responsibilities. The full report is available to read here:

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