New report highlights barriers to GP registration and calls for improved access and inclusion

Health Innovation Kent Surrey Sussex (KSS) has published a new report highlighting the experiences of patients, carers and the public when registering with GP practices across Surrey and Sussex, with a clear call for action to improve access and inclusion in primary care.

This research was carried out to complement a real-world evaluation of Healthtech-1, a digital tool designed to support GP registration processes. It combined a review of people’s views and experiences (insight review), an equality and health inequality impact assessment and public involvement, capturing the views of more than 160 respondents alongside wider community perspectives.

Barriers to access remain for some patients

While over half of respondents described registering at a GP practice as easy, a significant minority reported challenges, particularly those with additional needs or facing digital barriers.

The report identifies key issues affecting access to GP registration:

• Digital exclusion and low confidence, particularly among older adults, disabled people and some communities
• Language and literacy barriers, making forms and processes difficult to navigate
• Administrative challenges, including inconsistent requests for identification or proof of address
• Accessibility issues within digital systems, including compatibility with assistive technologies
• Concerns around privacy, trust and the use of personal data

These barriers risk excluding some patients from accessing primary care services, particularly where digital routes are prioritised without appropriate support.

Importance of choice and clear communication

A consistent theme throughout the report is the importance of maintaining choice in how patients register with GP practices.

Many respondents expressed a preference for in-person registration due to trust, accessibility or support needs, even where digital options are available. Others highlighted the benefits of online registration when systems are intuitive and accessible.

Patients also called for clearer, more transparent communication about the registration process, including what is required, how long it takes and how information is used.

Recommendations for GP practices and system partners

The report sets out a series of practical recommendations to support GP practices and system partners to improve access and inclusion in registration processes.

Key recommendations include:

• Improving staff awareness and training, particularly around patient rights and inclusive registration practices
• Maintaining both digital and in-person registration options to ensure no group is excluded
• Strengthening communication, using plain English and culturally appropriate approaches
• Taking active steps to address digital exclusion, including providing support and guidance
• Ensuring digital systems are accessible, including compatibility with screen readers and provision of Easy Read formats
• Building trust by clearly communicating how patient data is used and protected

Supporting inclusive primary care

Health Innovation Kent Surrey Sussex, Working with People and Communities Lead, Isabel Clark said:

“This report reinforces the importance of designing primary care services around the needs of people and communities. While digital tools have the potential to improve efficiency, they must be implemented in a way that works for everyone. Maintaining choice, improving accessibility and supporting people to engage with services are essential to ensuring equitable access to GP registration.”

Read the full report

This work is part of our commission from The Office for Life Sciences. Community insights will inform ongoing evaluation of digital approaches to GP registration and support wider system efforts to improve access to primary care.