Improving the messaging on GP phone lines and websites
GP websites can be hard to navigate and present many barriers to patients who are not confident online. We've been working with residents and commissioners to make things better.
This year, Healthwatch digital champions, digital learners, and research volunteers have come together to identify ways to improve how information is presented on GP websites and on GP phone systems.
Based on this feedback, commissioners have produced template resources that will make it easier for individual practices to provide key information in more accessible ways.
What did we do?
- Healthwatch staff and volunteer digital champions ran one-to-one and group sessions with residents who wanted to improve their confidence online. Participants included patients belonging to a group of seven practices in North Islington.
- We also ran website audit workshops for practices in Central Islington. As well as learning the skills they needed to interact in the digital space, learners were invited to give feedback on the experience of finding their way around the GP websites.
- Healthwatch volunteers rang all Islington practices to see how long recorded messages were, whether the information was up to date, and note what information was included. Read our report.
- Another research volunteer analysed the feedback on GP websites and reported back to commissioners.
Some of our suggestions for improvements
- Extended access/out of hours appointments were easier for people to find on GP websites when listed under headers that used more patient-focussed language such as ‘What to do when the practice is closed’.
- Although there were some good examples, it wasn’t always possible for patients to easily learn when they could see a healthcare professional face-to-face. Sites should ensure these appointments are clearly advertised with easily followed routes to book.
- Some practices used recorded messages to let patients know that it was possible to self-refer to services such as physiotherapy, podiatry, and NHS talking therapies without needing to wait for a GP appointment. More practices should do this.
What was the impact of our work?
Decision-makers responsible for GP services have worked with us to produce ‘Getting the best out of your practice website and phoneline’ a resource being distributed across general practice in Islington to support providers to improve their messaging.
"This piece of work from Healthwatch has been really valuable. We can use it to work with providers to improve access."
