Redbridge GP Website Review

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Summary of report content

Healthwatch Redbridge conducted a project that aimed to find out any issues contacting or searching GP practice websites in Redbridge. They wanted to find out whether every practice had a website, how easy it was to find, and what contact methods were available for patients to contact their GP.

Four researchers, two with additional support and communication needs, assessed the websites of 42 GP practices in Redbridge. Out of the 41 GP practices with their own websites, all researchers were able to find 35 of them. Most websites (40/41), were categorised 'easy' to find by at least one researcher. Of the 41 GP practices with websites, the majority (35) have a complaints policy available on their website, however six do not.  

Information on the websites showed that seventeen of the practices are contactable by telephone and fax. Thirteen practices are only contactable by telephone. Eight are contactable by both telephone and email. Three practices are contactable by telephone, email, and fax.

Healthwatch Redbridge made several recommendations in this report:

  • GP practices should seek to publicise their website address and ensure it is easily accessible to patients.
  • All practices should have a website with up-to-date information.
  • All GP practices should ensure they have information regarding their complaints policy available on their website and ensure it is easy to find. The document (and additional complaints form if required) should be downloadable. This is especially relevant now, during the pandemic, as patients are unable to drop into their GP practice to pick up this information.
  • Practices should offer an email address as an alternative method for patients to contact their practice. This information should be prominently displayed on their website and within the “Contact Information” section of the website.

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General details

Report title 
Redbridge GP Website Review
Local Healthwatch 
Healthwatch Redbridge
Date of publication 
Sunday, 31 January, 2021
Date evidence capture began 
Friday, 1 January, 2021
Date evidence capture finished 
Saturday, 30 January, 2021
Type of report 
Key themes 
Booking appointments
Communication between staff and patients
Complaints procedure
Digitalisation of services
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? 
Website Feedback

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 
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in 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.