GP website check up
Download (PDF 889.34 KB)Summary of report content
Healthwatch North Yorkshire carried out a review of all 84 GP practice websites across the county during summer 2023 to assess how easy they were to use, how accessible they were and whether key information could be found easily. Overall, many websites worked well and were described as clear and user-friendly. However, considerable variation was identified between practices, with some websites proving difficult to navigate and lacking important information.
The review found that information about appointments and repeat prescriptions was generally easy to find, and most websites provided clear instructions on ordering medication. However, information about cancelling appointments was often unclear, and many websites lacked visible links to services such as social prescribing, Healthwatch and patient participation groups. Some websites also contained out-of-date content, while a number had search functions or translation tools that did not work properly.
Accessibility was identified as a significant area for improvement. Only 20% of websites had an accessibility icon, and 10% had neither an accessibility icon nor an accessibility page. While many sites offered translation options and information in alternative formats, these features were not always easy to use. Volunteers also found examples of small fonts, cluttered layouts, poor colour contrast and inconsistent compliance with the Accessible Information Standard, all of which could make websites difficult for some patients to use.
Healthwatch concluded that GP websites are increasingly important as a route into NHS services and should be treated as a key part of patient access. The report recommended improving accessibility features, keeping information up to date, making appointment and prescription processes clearer, ensuring patient participation and complaints information is easy to find, and improving signposting to support services. The findings were shared with GP practices and Primary Care Networks to support ongoing website improvement work.