On Hold- GP Telephone Waiting Times in Greenwich

In 2021, we conducted a mystery shopping exercise to measure telephone waiting times in GP surgeries in Greenwich. Given that long waits on phone lines continue to be a regular source of frustration for residents, we repeated this exercise at the end of 2024.

In the past decade, a growing number of GP practices have adopted digital services such as online appointment booking systems and consultation forms, offering patients an alternative way to contact their GP without relying solely on telephone calls. For many, these digital options have made booking appointments quicker and more convenient. However, not everyone has been able to adapt to these changes. Feedback from residents, captured in our monthly reports, consistently highlights that while digital devices like smartphones and computers are increasingly common, significant barriers to access remain. Many people still lack access to these technologies, while others, regardless of their technical skills, prefer more traditional methods like phone communication when engaging with health and care services. 

The introduction of online booking and consultation aims to ease pressure on telephone lines, reducing waiting times for those who cannot or choose not to use digital methods. However, long waits on the phone remain one of the most frequent complaints we receive from Greenwich residents. Nationally, the Care Quality Commission (CQC) also identifies accessing GP services as a significant concern for patients, with many experiencing extended wait times on phone lines or giving up altogether. Our previous work has revealed a similar pattern locally, with some residents reporting that they abandon attempts to reach their GP by phone, instead turning to urgent care or A&E services as an alternative.

Download the full report

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