Giving Cambridgeshire GP websites a check-up - new Healthwatch report

A new report out today (Wednesday) looks at how easy it is to find information on GP websites across Cambridgeshire.

Local health and care champions Healthwatch Cambridgeshire and Healthwatch Peterborough audited 98 GP websites across our area in June/July.

Their volunteers checked how easy it was to find key information that was up to date, clear and easy to understand.

The aim was to find information that a patient might need without having to make a telephone call to the practice.

This included: checking for a link to the Government’s Covid-19 website; looking for information about changes in cancer care during the coronavirus crisis; finding good examples of accessibility; finding out how easy it was to make appointments and complaints; and searching for information about practices’ Patient Participation Groups.

The reports key findings highlighted that half of GP websites did not have the latest covid-19 guidance for the public.

Only 22 of the 98 websites had links to information about changes in cancer services during the pandemic. It also found it was difficult to find information about advocacy support when patients are making a complaint.

Seventy-two of the sites had links to self-care information, but some of the links did not work.

Less than half had information about the practices' Patient Participation Groups and two out of three sites did not have good examples of accessible information for patients with sensory loss or learning disabilities.

The report urges GP websites to make it clear and easy for patients to make appointments and complaints.

They should also explain where people can get support to help them voice their concerns or get redress, if needed.

Healthwatch says surgery websites should also make sure information can be presented in different ways and formats so that people with sensory loss or disabilities are able to access it in a way that works for them.

From this week, all GP websites must meet public sector accessibility guidelines and publish an accessibility statement. The deadline to comply is Wednesday (23).

Commenting on the report, Healthwatch CEO Sandie Smith said: "Websites should be an easy way for people to find out information about health and how to look after themselves.

“We know GPs have been working hard to respond to the Covid-19 threat but providing up to date and accurate information during the pandemic is an essential part of this effort.

“We know some websites will have updated their content since we carried out our survey. But we will be working with our local health partners across the area to raise the issue of GP website quality.

“We will also revisit a sample of sites next spring to see if things have improved.”

Cambs Local Medical Committee (LMC), which represents GPs and practices, said the Healthwatch report offers a practical focus on making helpful changes.

Dr Katie Bramall-Stainer, LMC chief executive said: “At this unprecedented time, practices across Cambridgeshire and Peterborough are managing in excess of 10,000 consultations each day and have had to adapt their processes in a very short space of time to keep their teams and patients safe.

“Cambs LMC is committed to supporting our practices in improving their websites in accordance with their contractual requirements after September 23 2020, and believes the findings within this report will provide practices with a practical focus on making helpful changes, particularly in ensuring links are up to date; referencing Healthwatch and other key organisations; providing clear access and navigation around the websites; and clear complaints processes.”

Rate your GP’s website!

Healthwatch wants to hear what local people have to say about their local GP website. Does it work well or could things be improved?

 Share your views online at https://www.healthwatchcambridgeshire.co.uk/share-your-views

 Or call Healthwatch on 0330 355 1285.