Patient-led messaging on GP websites

In April 2024, Healthwatch Enfield was commissioned by NCL ICB to gather patient feedback on the information on GP Websites.  As part of their GP Access work on Patient-Led Messaging, they caried out a series of focus groups, reaching 43 people.

Key challenges identified

Many struggled with digital booking and preferred speaking to a receptionist. Login issues and poor website design caused frustration. Forced reliance on digital services without adequate support led some to abandon online booking.  Many lack IT literacy, struggling with NHS apps and online services. Appointment cancellations without clear explanations force patients to walk into GP surgeries to book.

Patients find GP websites difficult to navigate and want clearer, more structured layouts. Quick links for urgent services and a searchable FAQ section could improve accessibility.GP practices do not actively promote their websites or guide patients in using them. Medical records and referrals are not easily accessible on GP websites. Caregivers lack dedicated guidance, limiting their access to essential healthcare information. GP websites lack accessibility—there were no easy-read or read-aloud features. Language barriers prevent access to GP websites, making navigation difficult.

Many struggled with PATCHS and the NHS App, finding them confusing or unreliable. Online appointment slots were often unavailable due to gatekeeping practices. PATCHS was unreliable, with slots disappearing minutes after opening. Patients felt anxious about online booking and preferred calling or visiting in person. Patients were caught in frustrating loops between GP websites, PATCHS, and receptionists. Emails and online queries went unanswered, leading to further frustration.

Information about travel cost reimbursements for hospital appointments was unclear. Online prescription systems were often not updated correctly, causing issues with medication access. Some patients had positive experiences with Medicus, which improved prescription management.

Foreign medical records are difficult to translate, leading to prescription and referral delays. GPs often reject overseas test results, forcing unnecessary retesting. Patients need clear guidance on NHS-supported translation services—ideally free or affordable.

Patients found NHS 111 ineffective, as they were often redirected back to their GP. Call disruptions forced patients to restart inquiries, adding frustration.  Out-of-hours services were limited, with consultants unable to prescribe medication. Pharmacy First awareness is low.

Suggested improvements

• Patients want clear health updates, including flu outbreaks, in a newsletter format.
• Better access to medical records with step-by-step guidance is needed.
• Fertility treatment and cancer screening information should be more detailed.
• Mental health services should be clearly signposted with links to trusted resources.
• Translation options, especially Somali language support, would improve accessibility.
• Online booking and user-friendly forms should be simplified for easier access.
• Website layout should be clearer, with quick links, FAQs, and mobile-friendly design.
• Improve communication to avoid repetitive explanations and unclear medical updates.
• Ensure reliable appointment booking with alternative non-digital option