Audit of GP websites: Central London CCG

Healthwatch Central West London undertook a review of 30 local GP websites between 29th March and 7th April 2021 after hearing from patients during the pandemic that GP websites were an important source of information but were difficult to navigate.

They looked specifically for content around accessibility and general information, service access and support, and engagement and involvement.

Around three quarters of websites were considered to be ‘easy to navigate’ and 90% are compliant with mobile devices. Just 1 website didn’t have a visible means of changing the language. Only one in ten websites didn’t clearly display the CQC rating. Almost all had easy to find contact details and opening times, and details of out of hours and extended hours services. Practice staff and service lists were prominent on almost all websites.

Nearly nine in ten websites give clear information on booking appointments. Over a third suggest a level of flexibility on consultation method. Fewer than a quarter clearly describe the online systems.  eConsult is prominent on 87% of websites.  Just one website references Primary Care Networks. A clear majority have comprehensive sections on self-help. On community support, 17% of websites clearly include local organisations and groups. Over half supply a link to MyHealth London.

The PPG is visible on all websites, however just 10% encourage patients to participate in a way that best suits them, and only 13% have documents (such as minutes) dated within the last 18 months. Nearly all websites give some encouragement to feed back. While the complaints process is visible on the vast majority of sites just 27% offer clear guidance on the process itself, and what to expect. Most websites (80%) reference the Friends and Family Test.

The report concludes with a number of suggestions about how GP website content could be improved.