May 01, 2026
2026 Secret Shopper in Lewisham shows progress and challenges
What is it really like to try and register at a GP surgery if you are a sanctuary seeker in Lewisham? This question sits at the heart of our Secret Shopper action.
With the support of our dedicated volunteers and community members, we returned to surgeries across the borough to better understand how accessible services are in practice, and how experiences have changed since 2024.
In 2026, we expanded our reach to all 32 GP practice sites in Lewisham. We focused on whether people could register without proof of address or ID, whether they were asked about immigration status, and if interpreters were offered.
Looking back at 2024, it’s encouraging to see areas of real progress alongside some important challenges that remain.
Here’s what we’ve found:
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Safe Surgeries poster visibility increased from 30% to 52%
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Ability to register without proof of address decreased from 60% to 52%
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Ability to register without ID decreased from 63% to 52%
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Confirmation that immigration status is not required decreased from 70% to 55%
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Interpreters being offered for appointments increased from 90% to 100%
These figures tell a mixed but important story. On one hand, more practices are clearly displaying their commitment to being Safe Surgeries, which helps build trust and awareness. On the other, some of the core principles that make access possible for sanctuary seekers are being applied less consistently than before.
Alongside these changes, we also saw a 7% increase in the availability of physical registration forms. This can make a meaningful difference for people who may not have access to online systems or who face barriers with digital registration.
Our volunteers also reflected on their interactions with staff. Across Lewisham, reception teams were generally described as welcoming and respectful, with strong scores for listening. Many people felt heard and treated with kindness. However, there was a slight drop in how confident staff were in providing guidance and answering questions about the registration process.
This suggests that while the intention to support is strong, there may be opportunities to strengthen staff knowledge and confidence so that people can access the information they need more easily. It’s also important to note that these findings don’t account for factors such as staff changes, workload or wider system pressures, and should not be seen as a reflection of staff effort or commitment.
The majority of surgeries achieved a positive staff compliance score, showing that many practices are already creating supportive environments. At the same time, our findings highlight some ongoing barriers.
In a number of cases, people were directed towards online-only registration, which can be difficult for those without internet access or digital confidence.
Our Secret Shopper action is about understanding experiences, identifying where improvements can be made, and working together to strengthen access for everyone. The increase in visible commitment to Safe Surgeries is a positive step, and with continued support and training, there is a real opportunity to build on this.
We’ll be sharing our findings with Lewisham Council and Lewisham and Greenwich Integrated Care Board (ICB) so that every GP practice in the borough can continue their journey towards becoming a Safe Surgery.
Thank you to all the volunteers who made this work possible, their time and commitment continue to drive this work forward and help create a welcoming borough for all!