Review of GP practice websites

Healthwatch Swindon undertook a mystery shopping audit of GP websites as they had received much feedback from the public about the problems of trying to book a GP appointment.  They wanted to look at what information was provided on GP websites which could answer some of the issues that people were phoning GPs about.  They looked at 28 GP practice websites.

They found:

• 17% of websites had not been updated in the last month or showed no evidence if they had been updated.
• Only 36% of practices can be contacted by email.
• One practice did not have their opening times clearly displayed.
• One practice did not offer a range of ways to book an appointment. On 6% of websites, it was not clear how to book an appointment. A third of websites did not display how to book an out of hours appointment.
• Over half did not explain why a receptionist will ask why a patient needs to see a GP.
• 16% did not share what the catchment area was.
• 15% did not provide any current Covid-19 guidance. 21% did not have a link to the NHS Covid-19 website.
• 71% did not provide any advice for cancer patients. • 87% did not have a link to Macmillan Covid-19 webpage. 71% did not have any links to cancer support groups.
• 94% had no information on how a homeless person can register with the practice.
• 82% did have links to self-care and support for health and wellbeing.
• 81% of websites did have an accessibility page, but it was not easy to find. 33% did not have options to view different languages and formats.
• 90% did not explain what a primary care network is. 69% mention their PPG.
• 81% made it easy to know how to make a complaint.

The report contains five recommendations to GP practices about improving their websites.