Mystery shop of Croydon's GP websites

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Summary of report content

Healthwatch Croydon followed up their 2019 research on access to GPs, by undertaking a mystery shop of GP websites as they wanted to assess GP’s digital and remote offer.  The mystery shop looked at:

  • General information
  • Whether the website was accessible
  • Information about the Patient Participation Group
  • Complaints
  • Access to a duty doctor
  • Digital offer, including prescriptions
  • Social prescribing
  • Overall feel

They reviewed 46 GP websites in total. None met their highest criteria of ‘extremely useful’, for a surgery to have been viewed as extremely useful they would have to have met all of their standards. They found 15 websites to be very useful and 30 to be somewhat useful.  Only one website was not useful at all. 

The report contains 11 recommendations about how GP websites could be improved.

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General details

Local Healthwatch
Healthwatch Croydon
Publication date
Date evidence capture began
Date evidence capture finished
Key themes
Accessibility and reasonable adjustments
Remote appointments and digital services
Written information, guidance and publicity

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Mystery shopping
If an Enter and View methodology was applied, was the visit announced or unannounced?
N/A

Details of health and care services included in the report

Details of health and care services included in the report
General Practice (GP)
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