Derwent GP Practice enhances website accessibility for improved patient experience

This is in response to "health check-up" of GP (General Practitioner) websites carried out by Healthwatch volunteers.

The enhancements aim to ensure that all patients, regardless of their technical abilities or accessibility needs, can easily navigate the site and find essential information. In response to key questions about the website’s functionality and accessibility, the practice provided detailed insights into how they have addressed these issues.

Pop-ups:

One of the first questions raised was about pop-ups on the website. The practice confirmed that pop-ups remain a feature, but they are being used thoughtfully. Pop-ups can be helpful in directing patients to critical updates or reminders, and by keeping them, Derwent GP Practice ensures patients have quick access to important information.

Clear instructions for cancelling or changing appointments

A frequent concern among patients is the ability to manage their appointments online. Derwent GP Practice has made this process clear and straightforward. Under the "Appointments" section, a dedicated heading titled "Cancelling or Changing an Appointment" provides patients with three distinct options for modifying their appointments. This ensures that patients are not left guessing and can quickly access the right resources to manage their healthcare needs.

Out-of-hours help is easy to find

Patients needing help outside of the practice's working hours can easily find guidance on the website. Under the "Appointments" section, the heading "If You Need Help When We Are Closed" provides three clear options for what patients should do in case of out-of-hours medical needs. This ensures that patients have the necessary information for accessing healthcare, even when the practice is unavailable.

NHS App support and links

The NHS App has become an essential tool for managing appointments, prescriptions, and accessing medical records. Derwent GP Practice has made accessing and using the app easier than ever. The website features several links to the NHS App across different sections. Additionally, the practice has gone the extra mile by organizing drop-in sessions where an online champion assists patients with signing up and using the app. Patients also receive Accurx text links that offer guides and helpful information about the app, making it more accessible for those who may be unfamiliar with the technology.

Accessibility software and support

The practice has taken careful steps to ensure that the website caters to all accessibility needs. On the accessibility page, patients are guided on what to do if they encounter difficulties accessing parts of the website. Contact details are provided for patients to request information in alternative formats such as Braille, large print, or audio recordings. This commitment reflects the practice’s dedication to inclusivity and patient care.

Care Quality Commission rating always visible

Transparency about the practice’s performance is crucial, and Derwent GP Practice ensures that the most recent Care Quality Commission rating is always visible. Located under the "About the Surgery" section, a tab clearly labeled "Care Quality Commission Rating" links directly to the Care Quality Commission's website. This has been a mandatory feature on the site even before the transition to the new digital platform.

Patient participation group Information

For patients interested in engaging with the practice and voicing their opinions, Derwent GP Practice has made it simple to find information about the patient participation group. A specific link on the website labeled "Patient Participation Group" explains the group's goals and provides a link to join. This initiative fosters a stronger connection between patients and the practice, ensuring that the patient voice is heard in decision-making processes.

Social prescribing Information

Social prescribing, an essential service for many patients, is prominently featured on the website. Under the "Primary Care Network - North Riding Primary Care Network Services and Roles" section, specific tabs detail the various roles covered by the additional roles reimbursement scheme, including social prescribing. This allows patients to easily access information and resources related to their social and community health needs.

Future considerations for Healthwatch information

Currently, the website does not contain information about the local HealthWatch, in line with other practices within the primary care network. However, Derwent GP Practice has noted this gap and is considering adding this information in the future after discussions with other network practices.

Continuous improvement based on patient feedback

Derwent GP Practice has not only improved its website based on internal assessments but also sought feedback from its patient participation group members. The feedback has been overwhelmingly positive, with patients expressing satisfaction with the improvements made to the site's accessibility and user-friendliness.