Summary of report content
Healthwatch County Durham undertook mystery shopping into the information on 59 GP websites in the county and about the content of automated telephone messages of 77 GP services.
Nearly nine in ten websites provided current Covid-19 advice, but less than half were up to date. Nearly 3 in 5 had a link to the NHS Covid-19 advice site. They found a wide variety of presentation styles and the type and quality of information provided.
All GP practices who were phoned out of hours included advice on general health matters. Only two provided information on how to cancel an appointment or referred patients to the online booking systems.
Over half didn’t include information on how to get an appointment with a GP. Eight percent of the automated messages were complex or difficult to understand. Apart from providing information on opening hours and accessing the practice website, there was very little information on how to get an appointment with a health professional other than a GP.
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Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.