GP websites: how easy is it to find information?

Healthwatch Wokingham undertook research into the information on GP websites when they found in their Covid-19 research that 14% of people had delayed seeking treatment from a GP. They reviewed the websites of the 13 GP practices, with the aim of providing public information and sharing best practice. This also involved working with a local learning disability charity to ensure that the information provided was accessible to this group.

The majority of websites did not contain information about what to expect if a patient needed to visit the practice, including wearing a mask, social distancing and whether you could be accompanied. Only 15% of websites provided clear information about how to book a telephone consultation and 8% for E-consultation, which could include video consultations or messaging services depending on the practice. Information on making a complaint or providing feedback was difficult to find in some cases. Patient surveys were not made available by any of the practices. The information regarding patient registration needs to be clearer in terms of people’s rights to register and rights concerning proof of ID if asked.

The report makes six main recommendations covering web site review, guidance on visiting practices, the sharing of good practice, signposting Patient Survey results, information about feedback, and information about patient registration. 

The report includes a response from the provider.