GP websites mystery shopping report

Healthwatch Warwickshire undertook a mystery shopping exercise to assess information on GP websites.  They visited 34 websites during February and March 2022.

Of all the websites visited

• Nearly all had opening hours on the homepage or within a couple of clicks
• Over half had guidance on alternative NHS services
• Over seven in ten had clear information on different ways to contact the surgery
• Over two thirds had clear information on ways to book an appointment and over half about the ways an appointment could take place
• Nearly half had no way to change the display or language
• Over half had no or unclear information about out of hours or extended hours services
• Over half had limited information about Covid-19
• Nearly seven in ten had no local pharmacy information
• Over three in five had no or unclear information about sharing feedback about the surgery
• Nearly four in five had no or limited information about staff members
• Just under two thirds had no or limited information about PPGs

The report concludes with suggestions for the content, layout and functionality of a good GP website.