GP websites mystery shopping report

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Summary of report content

Healthwatch Warwickshire undertook a mystery shopping exercise to assess information on GP websites.  They visited 34 websites during February and March 2022.

Of all the websites visited

  • Nearly all had opening hours on the homepage or within a couple of clicks
  • Over half had guidance on alternative NHS services
  • Over seven in ten had clear information on different ways to contact the surgery
  • Over two thirds had clear information on ways to book an appointment and over half about the ways an appointment could take place
  • Nearly half had no way to change the display or language
  • Over half had no or unclear information about out of hours or extended hours services
  • Over half had limited information about Covid-19
  • Nearly seven in ten had no local pharmacy information
  • Over three in five had no or unclear information about sharing feedback about the surgery
  • Nearly four in five had no or limited information about staff members
  • Just under two thirds had no or limited information about PPGs

The report concludes with suggestions for the content, layout and functionality of a good GP website.

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General details

Report title 
GP websites mystery shopping report
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Tuesday, 31 May, 2022
Date evidence capture began 
Tuesday, 1 February, 2022
Date evidence capture finished 
Tuesday, 31 May, 2022
Key themes 
Booking appointments
Information providing
Service delivery organisation and staffing

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
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

Number of people who shared their views 
Not applicable
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Not applicable
Does the information include carer's, friend's or relative's views? 
Not applicable
Does the information include staff's views? 
Not applicable
What was the main sentiment of the people who shared their 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? 
Not known

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.