Analysis of surgery websites across Suffolk

Healthwatch Suffolk undertook research on GP surgery websites across Suffolk. They reviewed all 70 GP practice websites in the county between March and August 2023 to assess how well they met NHS England guidance on usability, accessibility and the quality of information provided to patients. 

The review found that most websites performed well in core areas. Information about appointments, prescriptions, test results, registrations, contact details and opening hours was generally easy to find. Most websites were easy to navigate, used accessible layouts and provided clear information about complaints, patient participation groups and privacy policies. However, there was considerable variation in quality across practices, with some websites containing outdated information, lacking translation facilities, not being mobile friendly and providing inconsistent access to online consultation systems. 

The most significant gaps related to support and signposting. Information for refugees and asylum seekers was difficult to find on 93% of websites, while information about social prescribing, local cancer support services and dementia support was often missing or difficult to locate. Around a third of websites did not provide clear information about disabled access, and many lacked a search facility, making it harder for patients to find information quickly. Healthwatch also found limited consistency in the online systems used for appointments and advice requests, which could be confusing for patients. 

Healthwatch Suffolk concluded that GP websites play an important role in helping patients access services and information. They recommended regular updating of content, greater use of plain English, improved information for refugees and asylum seekers, stronger signposting to local support services, more consistent online access systems, better accessibility features and wider use of search facilities to make websites easier for patients to use.