Improving GP websites
Healthwatch North Yorkshire’s report evaluated the accessibility, usability, and up-to-date information of all 84 GP websites in the region from a patient’s perspective.
We looked at a range of information and services that patients might want to access online, including:
- Contacting the surgery and making an appointment
- Registering as a new patient
- Ordering prescriptions
- Patient participation groups
- Website accessibility and usability
Accessibility - what the law says
Whilst GP websites are excluded from the Accessible Information Standard (a legal requirement that all organisations that provide NHS or adult social care ensures people with a disability or sensory loss can access and understand information), new regulations that came into force in 2020 say that all public sector websites or apps must:
- meet accessibility standards
- publish an accessibility statement
Key findings
- Accessibility issues: Only 20% of websites had an accessibility icon, while 10% had neither an icon nor an accessibility page.
- Missing information: 40% of websites lacked key details like opening times or contact information on their homepages.
- Appointment clarity: 62% of websites did not clearly explain how to cancel or change an appointment.
Positive findings:
In 2023, Healthwatch volunteers looked at all GP websites and found:
- 77% of websites made it easy to find out how to book an appointment.
- 82% offered clear information on contacting or seeing a doctor in different ways.
- 85% of websites had a prominent button for booking appointments, and 82% for prescriptions.
- Information on what to do out of hours was clear on 82% of websites.
The report highlighted the need for improvement in accessibility and consistent availability of key information, while showcasing examples of good practice.
How GP websites have listened - and improved
Thanks to the check-ups by volunteers and Healthwatch's call for improvements, many changes have been made. Here are the 10 key points summarising how websites have since been improved across North Yorkshire:
- Comprehensive report distribution and action plans
- NHS management across North Yorkshire shared detailed reports with all GP practices, who have committed to making improvements to what public and Healthwatch recommend needs to change for a better user experience.
- Enhanced accessibility features
- Multiple practices, including Central Healthcare and Stillington Surgery, have focused on improving website accessibility. This includes adding accessibility icons, clear instructions for alternative formats, and seeking examples of websites with strong accessibility standards.
- Adoption of NHS standard formats
- Practices like Stockwell Road Surgery and Knaresborough & Rural Primary Care Network have upgraded their websites to the NHS standard format. This includes implementing clear, simple widgets and call-to-action buttons to enhance navigation and user experience.
- User-friendly navigation and layouts
- Significant efforts have been made to declutter websites and make them more user-friendly. Springbank Surgery and Sherburn Group Practice launched new, streamlined websites that are easier to navigate and comply with recommended layouts.
- Improved content and information updates
- GP practices have updated their websites with current and relevant content, such as seasonal advice, Care Quality Commission ratings, social prescribing information, and links to Healthwatch. Reeth Medical Centre and Grange Park Surgery are examples of practices that have refreshed their content to keep patients informed.
- Integration of online services
- Enhanced online services like e-consultations, appointment booking, prescription requests, and online cancellations have been implemented. Practices like Derwent GP Practice and Reeth Medical Centre have streamlined these functionalities to improve patient access and convenience.
- Listening to people at patient participation groups
- Practices such as Hambleton North Primary Care Network and Mowbray Square GP Practice have involved patients in the website improvement process. This collaboration aims to demonstrate enhanced patient experiences based on feedback and iterative testing.
- Switching to new website providers
- Several practices, including Central Dales Practice and Richmondshire Primary Care Network, have transitioned to new website providers. This move aims to leverage better technology, adhere to NHS best practices, and ensure easier navigation and maintenance.
- Clear communication channels
- Enhancements include adding multiple contact options, such as online widgets for opening times, contact forms, and dedicated sections for appointment management. Practices like Stockwell Road Surgery and Tadcaster Medical Centre have made these changes to facilitate better communication with patients.
- Continuous improvement and feedback integration
- GP practices are committed to ongoing website enhancements based on continuous feedback. They have established mechanisms for patient feedback, updated information regularly, and are open to further suggestions to ensure the websites remain effective and patient-focussed.
These collective efforts have led to more accessible, user-friendly, and informative websites across North Yorkshire, ultimately improving the online experience for patients.
