GP Website Review

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Summary of report content

Healthwatch Luton carried out an observation review of the websites of 26 local GP practices in June 2020.

All but two websites had information about the COVID-19 pandemic, with a link to the NHS Coronavirus information page. There was a variety of the level of information available throughout the websites in relation to cancer support. Out of the websites reviewed, all except one website had information about how to book, with several having an online facility to book appointments. All bar one website had information about making a compliment or complaint available. All of the websites, with the exception of one, mentioned the Patient Participation Group (PPG) in one form or another. Several websites had out of date information about the PPG.

Healthwatch Luton made a number of recommendations including that websites should include information about Healthwatch Luton; all practices should have up to date information about the PPG; it might be useful to include information about the Primary Care Networks; and finally, it would be a recommended that there is consistency throughout the websites, so that regardless of where a patient is registered, they have access to the same information.

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General details

Report title 
GP Website Review
Local Healthwatch 
Healthwatch Luton
Date of publication 
Thursday, 9 July, 2020
Date evidence capture began 
Thursday, 18 June, 2020
Date evidence capture finished 
Thursday, 25 June, 2020
Type of report 
Key themes 
Booking appointments
Information providing
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
How was the information collected? 
If an Enter and View methodology was applied, was the visit announced or unannounced? 

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? 
Does the information include other people's views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

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.