We found that the scheme was not well known or understood at the GP surgeries we spoke to, and not all hospitals made the claims process accessible.
- GP reception staff in particular need to be informed about the scheme and when it might apply to patients using their services.
- Messaging should stress that the scheme is for patients on benefits or low income (rather than those with limited mobility).
- Only University College Hospital included a prepaid envelope with their postal claim form. All hospitals should adopt this practice.