Enhancing GP website accessibility and usability for mobile users, improving the user experience and providing better access to healthcare services.
Challenge
Improving access to GPs is a significant challenge in primary care. National research has revealed significant quality variances in patient interactions with GP websites. With increasing digital access to primary care services, the goal was to audit all GP websites in the region, identify accessibility and usability gaps, recommend improvements to online patient journeys, and provide continuous improvement resources to support GP website maintenance.
What we did
We audited 806 GP websites against the national benchmarking tool and provided the six ICBs with a comprehensive analysis of the GP websites in their respective areas. Analysis by supplier helped ICBs to focus on their approach and enabled SCW to strategically engage with the nine main suppliers from the 55 identified. We recorded spotlight sessions with each supplier to share our findings about their NHS-compliant templates and support offerings, which along with our Best Practice guidance on website content, enabled practices to improve their current websites or evaluate viable products, functionality, and benchmark scores.
We created bespoke recommendation reports for each ICB, featuring tailored quick wins, and short, medium, and long-term goals based on the ICBs unique starting points and aspirations. These reports facilitated board-level discussions on the role of GP websites in the ICB digital transformation agenda.
We produced a continuous improvement toolkit that will support ICBs and general practices in navigating the evolving digital landscape in the most effective way, maintaining the minimum standards and requirements and ensuring sustained improvements in usability and accessibility via a mobile device.
Seventeen continuous improvement toolkit artefacts were created, along with nine recorded supplier spotlight sessions, a training video, how-to guides, case studies and a What Good Looks Like content pack. Fortnightly regional workshops ensured high engagement and collaboration among all six ICBs.
Activity
Analytics and Business Intelligence
Deep-dive, good quality analysis and the ability to use information effectively is an essential element in any learning health care system.
Digital, data and technology
Functional and user-friendly web and application solutions using the latest tools and technologies. Including: website design and development, custom application development and ongoing maintenance
Transformation consultancy
Expertise in portfolio, programme and project, and portfolio management to support and empower our partners to deliver successful change and improvement initiatives.
Impact
The project provided a quantitative score for 806 GP practice websites based on the NHS Benchmark and Improvement Tool, identifying 55 website suppliers. SCW Collaborated with nine major suppliers, covering over 70% of practices, to pinpoint improvement areas and future support.
ICBs valued the thorough, easy-to-follow process and recommendation reports and felt well supported throughout the programme, appreciating the clear and actionable insights. The ICBs have committed to the ongoing sharing or learnings and improvement through the regional leads’ forum.
This project has helped ICBs to consider streamlining their digital strategies, improve patient satisfaction by enhancing their online presence, and foster ongoing collaboration between ICBs, practices and website suppliers. This has ultimately led to better patient access to online services, informed decision making at board level, and a structured approach to continuous digital improvement.
