GP websites: a report on the quality and content of website information

Download (PDF 1.09MB)

Summary of report content

Healthwatch Greenwich undertook a review of information on GP websites as a result of receiving regular feedback from residents having difficulty accessing information from their GP surgeries. Their review investigates the breadth and level of information available to patients on GP websites and how easy it is to navigate websites to find information. They assessed the information on 31 out of 35 websites during November and December 2019.

Less than half of GP websites provided:

  • Information on how to register
  • Information on Healthwatch Greenwich
  • Feedback and comments, including the ability to leave online feedback
  • Information about the PPG
  • Latest GP patient survey results
  • Up to date information on Greenwich GP Access Hubs and how to access them
  • Information on how to access interpreters/Language Line
  • Information on how to access advocacy support to make a complaint
  • A mobile friendly interface

Between half and three quarters of GP websites provided:

  • The latest CQC rating
  • Easy navigation

More than three quarters provided:

  • The latest CQC report
  • What medical help is available when the practice is closed
  • How to make a complaint
  • Website language translation facility

The report contains nine recommendations aimed at improving the information available on GP websites.

The report contains a response from two of the providers.

Would you like to look at:

General details

Report title 
GP websites: a report on the quality and content of website information
Local Healthwatch 
Healthwatch Greenwich
Date of publication 
Wednesday, 30 September, 2020
Date evidence capture began 
Friday, 1 November, 2019
Date evidence capture finished 
Tuesday, 31 December, 2019
Type of report 
Report
Key themes 
Access
Complaints procedure
Information providing
Interpreters
Healthwatch reference number 
Rep-7833

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
How was the information collected? 
Research
If an Enter and View methodology was applied, was the visit announced or unannounced? 
N/A

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 
31
Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
No
Does the information include carer's, friend's or relative's views? 
No
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
Doctors
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
Yes but provider disagrees
Is there evidence of impact in the report? 
No
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.