An examination of GP practice websites

Healthwatch Leicester and Healthwatch Leicestershire undertook a review of GP websites in response to concerns about access to GPs.  They wanted to see how informative and accessible they are for people.  Volunteers and staff reviewed 118 websites.

They noticed a big difference in the quality and quantity of information available. Some of the websites had limited information, some had sites that were easy to navigate and view but the information on the pages were not up to date or maintained. Some of the sites were grouped together and were very corporate with private advertising, that Healthwatch felt was not in keeping with NHS services.

• Key information was easy to find and access on the majority of the websites.
• Coronavirus information was not always current and up to date.
• Information on the vaccines was variable and there was limited information on vaccine hesitancy.
• The navigation and visual aspects of the websites varied – the search boxes and translate functions did not always work.
• Information on NHS tests and results was not easy to find and the process for obtaining results was not always clear.
• There was limited information on Patient Participation Groups (PPGs) and how to get involved. Reviewers felt there needs to be an explanation about triage and the process available on all websites.
• Although most websites had the Friends and Family Test visible, there was a lack of data and blank results page.
• Volunteers felt that details of how to make a complaint was not always easy to find and felt hidden on the website.
• Volunteers found it difficult to easily find information on Healthwatch, carers support or veterans support.

The report contains 12 recommendations to improve information on GP websites.