Somerset GP websites need to be more user friendly
That's according to a report
Last updated 31st Oct 2022
Somerset doctors’ surgeries should make their websites simpler to navigate in order to ensure patients get access to the services they need.
That’s the finding of a new report by Healthwatch Somerset, which campaigns for better health services on behalf of ordinary patients.
The organisation conducted a survey of patients in May asking for their views on online GP services, and has now published its findings with a number of recommendations to improve the situation.
Health bosses in Somerset have pledged to make online primary care services more accessible, accepting both the report’s findings and new national guidelines.
The NHS England national GP patient survey of 2021 found that 58 per cent of respondents in Somerset did not use general practice online services to book appointments, order repeat prescriptions, addcess medical records or have virtual consultations or appointments.
Exactly half of Somerset respondents in the same survey said they hadn’t tried to use their GP practice’s website to look for information to access services.
After surveying more than 240 patients across 64 GP practices in Somerset, Healthwatch Somerset has made the following recommendations about how surgeries’ website should be immediately improved:
Website design and content should be simple and uncluttered, and frequent changes to design and layout should be avoided so that people can become familiar with using the site
Patient input should be sought when developing GP websites, through patient participation groups (PPGs) or the NHS Somerset digital champions
Simple instructions should be provided, so that people know how to use the website and how it can help people them get the care they need. This guidance needs to be offered in a variety of formats so that people who do not have to go online to find out how to use the website
More help should be provided for people who lack digital knowledge and skills. This could be through Somerset’s GP practice digital outreach team, or by making sure people are directed to support schemes such as Spark iT
If people are unable or reluctant to use digital services, they must not be criticised or excluded from getting the care they need from their GP practice.
Healthwatch Somerset manager Gill Keniston-Goble said: “NHS leaders believe that digital healthcare services can benefit patients, carers and those providing care, by helping more people to stay healthy and well and helping services manage patient demand.
“Digital technology is rapidly becoming the main way to get information from GPs and to access their services.
“It’s vital therefore, that digitalisation is used to make it easier and not harder for everyone to get care and support.
“Listening to public feedback will help GP practices understand how to achieve this.”
NHS England published new guidance for GP practices in late-September which aims to achieve a higher standard of websites across the country.
NHS Somerset – which replaces the Somerset Clinical Commissioning Group in July – said it would continue to work with Healthwatch and other organisations to ensure primary care services were as accessible as possible.
A spokesman said: ” Our digital outreach team (DOT) work with all 64 general practices in Somerset to help them to provide a range of excellent services.
“This includes supporting patient participation groups, improving GP websites to make it easier for patients and carers to find information; helping general practices to promote online consultations, which are a great way to speak to a GP or other health professional; and use of the NHS app, which helps people to stay in control of their well-being.
“We also know that some people cannot use digital services. That is why we are currently working with partners including SPARK Somerset, our local libraries and our GPs to offer loans of devices and internet connection to those who don’t have them, as well as training sessions via digital champions in the community, and care coordinators at general practices.
“This includes how to use websites, how to use the Somerset apps library, how to use the NHS App, and much more.”