Healthwatch Islington worked in partnership with Islington Clinical Commissioning Group (CCG) to improve access to services for vulnerable groups including those with sensory impairments, the lesbian, gay, bisexual, and trans community, and people who are homeless.
They worked with the local voluntary sector to better understand why these groups of people were struggling to access GP care. The CCG also undertook focus groups and workshops with the local community to develop their understanding. This work led to the introduction of training for GP receptionists and working with people with lived experience to carry out ‘mystery shopping’ checks to assess whether improvements are made as a result.
This example was originally featured in the 'Six principles for people and communities: Putting them into practice' published by the People and Communities Board, with support from National Voices.