Patient-Led Messaging on GP websites
Making information on GP websites work better for everyone — hear what patients had to say in our latest focus groups.
Digital tools are changing the way we access healthcare. Healthwatch Enfield’s latest report looks at how well the information on GP websites meets the needs of diverse communities across North Central London.
Commissioned by the North Central London Integrated Care Board (NCL ICB), the study engaged 43 participants. This was carried out through five focus groups to understand the barriers patients face in navigating GP websites. We also looked at how these platforms can be improved.
Who took part?
We carried out the engagement in January 2025. We spoke to Dalmar, Sisters in Mind, One-to-One, Edmonton Community Partnership, and residents in North Central London.
"I don’t expect my GP to provide all this information, but links to the right places would help."
Key findings
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Focus groups revealed significant issues in accessibility, awareness, and usability of GP websites. This especially affected older adults, people with disabilities, non-English speakers, and those facing digital exclusion.
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Participants reported that GP websites were often confusing and lacked essential information. They were also criticised the websites 'impersonal' styles.
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Services like Pharmacy First and NHS 111 are poorly explained on websites. This leaves many unaware of how to use them, or what they offer.
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Many preferred speaking directly to someone when booking appointments. Systems such a PATCHS or eConsult, are found to be frequently overwhelmed.
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Participants desired information and clear signposting for services like mental health, travel reimbursement, and carers’ support.
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Participants suggested searchable FAQ section, Step-by-step guides, and multilingual functionality would encourage them to use the website more.
Our engagement calls for patient-led changes to GP websites. The report emphasises the need for better guidance and digital inclusion.
Our recommendations include:
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Patient education such as a how to guide in navigating your GP's website.
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Improved promotion of website features
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Translation options
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Improved clarity
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Simplification of information
Downloads
Patient-led Messaging on GP Websites
