GP practice websites in York: audit findings

Healthwatch York carried out audits of 11 GP practice websites across York from November 2024 - January 2025. 

This report looks at the 11 GP practice websites which cover York and the surrounding areas. They wanted to understand how useful GP websites are to find out information about practices and the services they offer. While the websites are all different, they have found some common positives and areas for improvement for the sites.

Positives included:

• The best websites had the most commonly searched for information on the homepage.
• Some websites have very clear information and are easy to navigate.
• Good information on the homepages. Clear and easy to follow.
• Where there were search functions, they were very helpful.
• Where there was information about staff roles or staff themselves, this was helpful.
• All the websites had information about appointments on the homepage.
• It was most useful if the online forms, including those to report symptoms or book appointments, were available all the time and not just during practice hours.

Areas of improvement and recommendations include:

• Information should be up to date and links checked to ensure they are working.
• Improve colour contrast to ensure text is clear for all users.
• There should be multiple ways for contacting the practice so that people without IT access or those who can’t use the phone can still easily get in touch.
• Remove visual clutter so it is easy for people to find information and particularly popular or important information.
• Include guidance on how to use forms for people who are not familiar with them.
• Provide accessibility options on the website.
• Provide information about staff roles (and staff as appropriate).
• Test your website, or any updates, with your patients.