The right to register with a GP: what Healthwatch Redbridge found

In January and February 2026, two Healthwatch Redbridge volunteers reviewed every GP practice website in Redbridge. A volunteer then called each practice as a newly arrived resident trying to register. The work was carried out with the North East London Integrated Care Board (NEL ICB) Health Inequalities Team.

The report, A Right in Principle, Not Always in Practice, found that:

• 46% of practices said registration could not go ahead without documents, which goes against NHS guidance
• 12% asked for asylum documents
• two of the five practices displaying the Safe Surgery logo still said documents were needed
• 24% of reception staff gave incorrect information, and a further 32% were unsure
• 84% of practices offer interpreters, but only 34% say so on their website

One member of reception staff told the volunteer: "You should learn English, you are in an English country." A response like this has no place in NHS primary care, and could stop someone registering or seeking care at all.

The people most affected are those who already face the greatest barriers to healthcare, including refugees, people seeking asylum, people experiencing homelessness, people with limited English and people without formal documents.

There is a lot to build on. 92% of the staff the volunteer spoke to were friendly or very friendly, and most practices already offer online registration. What is missing is consistent knowledge and guidance.

Healthwatch Redbridge is asking for:

• more Redbridge practices to sign up to Safe Surgeries, with its principles followed in practice
• borough-wide training for reception staff on inclusive registration and language support
• clear, consistent registration information on GP websites
• follow-up with practices whose Safe Surgery status does not match what callers are told
• a repeat exercise in 12 to 18 months to check what has changed

Redbridge's findings will also feed into a wider North East London Safe Surgeries report.