Audit of GP Websites: West London CCG

Healthwatch Central West London undertook a review of GP websites between March 29 and April 7 2021. They reviewed content around accessibility and general information, service access and support, and engagement and involvement.

They used a RAG (Red, Amber, Green) traffic light system to highlight findings, and reported by Primary Care Network.

Accessibility and General Information

· Over two thirds of websites (69%) are considered ‘easy to navigate’ and 92% are compliant with mobile devices.

· Most (87%) have a visible means of changing the language. · 18% of websites do not clearly display the CQC rating.

· A broad majority (90%) have easy to find contact details and opening times.

· Out of hours and extended hours services are also clearly referenced.

· Practice staff and service lists are prominent on almost all websites.

Service Access and Support

· 92% of websites give clear information on booking appointments.

· Just over half (56%) suggest a level of flexibility on consultation method.

· Fewer than half (49%) clearly describe the online systems.

· eConsult/DrIQ is prominent on 95% of websites.

· Two thirds (67%) reference Primary Care Networks.

· A clear majority have comprehensive sections on self-help.

· On community support, under half of websites (44%) clearly include local organisations and groups.

Engagement and Involvement

· The PPG is visible on all but one website, however just 15% encourage patients to participate in a way that best suits them, and only 10% have documents (such as minutes) dated within the last 18 months.

· 72% of websites give good encouragement to feed back.

· While the complaints process is visible on the vast majority of sites (95%) just 23% offer clear guidance on the process itself, and what to expect.

· All but one website references the Friends and Family Test.

Healthwatch Central West London make a number of suggestions to improve the experience of GP practice websites.