Audit of GP Websites: West London CCG
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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.