GP Website Desk-based Study Report
GP surgeries are a vital first point of contact for patients. However, many people still face difficulties accessing the care they need, particularly in booking appointments and finding clear, accessible information online. We conducted a review of 144 GP websites across the region to assess the availability of essential information related to appointments and Covid-19 guidance. This report highlights key findings and offers recommendations for improving website content to ensure equitable access to care for all patients.
About the Report
The GP Website Access Report explores how well GP practice websites across Nottingham and Nottinghamshire communicate essential access information to the public. The study measured the presence of telephone contact details, online booking options, in-person booking, and clarity on face-to-face appointments and Covid-19 protocols. It also analysed variations between areas with differing levels of deprivation. The findings were compared against NHSE guidance and used to develop recommendations for local improvement.
Key findings
- Universal Contact Information: 100% of GP websites listed a telephone number.
- Online Appointment Booking: 84% of practices offered online booking, though many suspended this during Covid-19.
- In-Person Booking at Reception: Only 18.1% of websites stated that patients could book appointments at reception.
- Face-to-Face Appointments: 91% of practices made a clear offer of face-to-face appointments on their websites.
- Covid-19 Information: 98.6% of websites included Covid-19 guidance and precautions.
- Disparities by Area: GP websites in less deprived areas more frequently offered clearer, more comprehensive access information. Those in more deprived areas were less likely to mention reception booking or provide detailed access instructions.
Recommendations
- Reception Booking: GP surgeries should clearly state that patients can book appointments in person at the practice.
- Face-to-Face Appointments: Websites must provide a clear offer of face-to-face appointments, in line with NHSE guidance.
- Triage and Booking Guidance: Websites should include step-by-step information about the triage process and how to access appointments.
- Covid-19 Measures: Practices must maintain up-to-date Covid-19 safety information in line with infection control guidance.
- Up-to-Date Information: Practices must regularly update their websites to reflect current services and comply with NHSE requirements.
Support for Deprived Areas: The Clinical Commissioning Group (CCG) should support practices in more deprived areas to ensure equitable access by improving online information.
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