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Patients waiting more than two weeks to register with a GP

3 June 2015

Citizens Advice urges GPs to use online registration and open-up catchment areas to increase access

Almost one in 10 patients find it takes more than two weeks to register with a surgery, reveals new research from Citizens Advice.

When people are unable to register surgeries’ most common approach (a third of cases) is to direct people to a nearby walk in centre. 

But one in seven surgeries feel they have no option but to signpost people to A&E or acute care when they were unable to register the patient.

The national charity’s new report Registering frustration, examines a survey of 567 GP surgeries and 518 responses to a patient questionnaire.  The study reveals large differences in how practices register new patients, how long the process takes and who can register.

The report encourages practices to learn from the two in five surgeries who allow pre-registration online. It highlights how this can minimise the time people spend in the surgery and check they have all the correct information to hand.

The study also reveals how Citizens Advice believes if more GPs were flexible with their catchment areas this could stop patients using other NHS services unnecessarily because they can’t get to their own surgery.  

Gillian Guy, Chief Executive of Citizens Advice, said:

“GPs are the gatekeeper to healthcare.

“For most people going to the local doctors is their main experience of the health service but as our research finds, is it not plain sailing for everyone.

“Surgeries are naturally under-pressure when it comes to dealing with large volumes of patients.

“But there are some surgeries that do a great job of coping with demands and they should inspire change.

“One way of alleviating some of the strain is by doing more online registration and opening up lists to patients outside of catchment areas.”

The study also finds:

  • Three in ten respondents to the survey said registering with a GP was ‘quite difficult’ or ‘very difficult’.
  • 28 per cent of surgeries offer same day registration.
  • 36 per cent of patients say their registration took 24 hours or less. 
  • 8 per cent of patients said it took more than two weeks to register with a GP.

The report is part of an ongoing Citizens Advice project to improve GP access.

Notes to editors

  1. The Citizens Advice service comprises a network of local bureaux, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
  2. The advice provided by the Citizens Advice service is free, independent, confidential, and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  3. To get advice online or find your local bureau in England and Wales, visit www.citizensadvice.org.uk.
  4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers
  5. Citizens Advice Bureaux in England and Wales advised 2.1 million clients on 6.6 million problems from April 2012 to March 2013. For full 2012/2013 service statistics see our quarterly publication Advice trends