Audit of GP Websites: West London CCG

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Summary of report content

Healthwatch Central West London undertook a review of GP websites between March 29 and April 7 2021. They reviewed content around accessibility and general information, service access and support, and engagement and involvement.

They used a RAG (Red, Amber, Green) traffic light system to highlight findings, and reported by Primary Care Network.

Accessibility and General Information

· Over two thirds of websites (69%) are considered ‘easy to navigate’ and 92% are compliant with mobile devices.

· Most (87%) have a visible means of changing the language. · 18% of websites do not clearly display the CQC rating.

· A broad majority (90%) have easy to find contact details and opening times.

· Out of hours and extended hours services are also clearly referenced.

· Practice staff and service lists are prominent on almost all websites.

Service Access and Support

· 92% of websites give clear information on booking appointments.

· Just over half (56%) suggest a level of flexibility on consultation method.

· Fewer than half (49%) clearly describe the online systems.

· eConsult/DrIQ is prominent on 95% of websites.

· Two thirds (67%) reference Primary Care Networks.

· A clear majority have comprehensive sections on self-help.

· On community support, under half of websites (44%) clearly include local organisations and groups.

Engagement and Involvement

· The PPG is visible on all but one website, however just 15% encourage patients to participate in a way that best suits them, and only 10% have documents (such as minutes) dated within the last 18 months.

· 72% of websites give good encouragement to feed back.

· While the complaints process is visible on the vast majority of sites (95%) just 23% offer clear guidance on the process itself, and what to expect.

· All but one website references the Friends and Family Test.

Healthwatch Central West London make a number of suggestions to improve the experience of GP practice websites.

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General details

Report title 
Audit of GP Websites: West London CCG
Local Healthwatch 
Healthwatch Central West London
Date of publication 
Tuesday, 29 March, 2022
Date evidence capture began 
Monday, 29 March, 2021
Date evidence capture finished 
Wednesday, 7 April, 2021
Key themes 
Booking appointments
Digitalisation of services
Information providing

Methodology and approach

Primary research method used 

Details of health and care services included in the report

Primary care services 
GP practice

Details of people who shared their views

Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 

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.