GP answerphone and website mystery shopping 2015-2016
We carried out Mystery Shopping of Waltham Forest GP practices’ answerphones and websites from December 2015 to September 2016. We wanted to know if they were correctly advising people how to seek treatment and make appointments when the surgery was closed.
We were particularly interested in whether information had been adapted to local service changes, such as the new Extended hour GP surgeries. We also wanted to see whether websites were easily accessible.
3 key recommendations were made on how local GP’s answerphones and websites can be improved to provide the public with helpful and up to date information.
1. CCG should issue guidelines for GP Answer machine messages.
2. All GPs should be regularly updated about local changes.
3. GPs should comply with the Accessible Information Standard
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GP answerphone and website mystery shopping 2015-2016
