Review of GP practice website information - how COVID-19 and service changes are reflected

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Summary of report content

Healthwatch Coventry undertook research into the information on GP practice websites about service changes during the Covid-19 pandemic, as it was a priority for them to ensure that local people have accessible information to support them to use NHS and care services in the light of service changes resulting from the pandemic. They searched for and where possible visited the websites of the 54 GP practices in Coventry, using a variety of different digital devices

Nearly nine in ten GP practices had functioning dedicated websites.  Over half provided updated website information about how Covid-19 has impacted on accessing GP appointments. The ease of navigation to information about how to make an appointment varied greatly between websites. Some websites had information on the home page about how to make an appointment and for the majority this information was on another page.

Nearly four in five websites had information about Covid-19 such as symptoms and what to do if you had symptoms and /or information about testing. Half provided an email contact route and nearly three in five provided a web form for users to contact the surgery. Just 2 of the 32 practices providing a web form gave an indication of the response time people could expect if they used it to contact the practice.

Over four in five websites were clear about practice opening hours and over three in five had clear information about how to contact health services out of GP practice hours.  Nearly two in five had specific information about how to get test results. Nearly three in five had information about immunisation services.

There were ten recommendations about making GP websites easier to use, access information about Covid-19 and access to GP services and using reassuring patient focussed information.  

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General details

Report title 
Review of GP practice website information - how COVID-19 and service changes are reflected
Local Healthwatch 
Healthwatch Coventry
Date of publication 
Wednesday, 9 September, 2020
Type of report 
Key themes 
Booking appointments
Cleanliness hygiene and infection control
Information providing
Service delivery organisation and staffing
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

Number of people who shared their views 
Not applicable

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.