Healthwatch York’s volunteers have been auditing York’s GP practice websites and surgeries to see how accessible they are for everyone. Between November 2024 and early February 2025, 20 volunteers spent more than 75 hours looking at GP practice websites and visiting every GP surgery in York.
The volunteers found good practice as well as things that could be improved.
In terms of physical access to GP surgeries, many had excellent access. The volunteers found flat entries with automatic doors and plenty of space for wheelchair or powerchair users to manoeuvre. Auditors also mentioned helpful and friendly staff. The main suggestions for improvements were around clear signage, namely:
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to attract help if someone cannot get into the surgery
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to say that assistance dogs are welcome
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to indicate accessible toilets and quiet waiting areas
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to let patients know how to ask for help while waiting
GP websites were praised for the ease of finding information, good search functions, clear, easy to read text and accessibility features including being able to change the text size, have it read out or translated into other languages. Recommendations include making sure information is up to date, there is no visual clutter, there are multiple ways to contact the practice, including for people who cannot use the phone, having good colour contrast and that staff information, particularly staff roles, is included.
Siân Balsom, the Manager of Healthwatch York said: “This work comes from feedback we had in our 2024 report: ‘Exploring access to GP services in York’. People commented on issues with GP practice websites or the fact that they struggled to access services at the surgery. We wanted to understand more and could not have done this without our wonderful volunteers.“We have already heard from practices who are making changes as a result of the audit findings. We are delighted and look forward to continuing to work with York’s GP practices to ensure they are providing an accessible service with clear information on websites.”
Dr Fiona Lloyd, GP Partner at Dalton Terrace Practice added: “Thank you so much for all your tremendous work on seeking the views of our patients and other service users, both on the general quality of GP services, and more recently access and websites.“The website is under review, and we will definitely have a closer look at our signage and door access.”
After the audits, Healthwatch York found that from 1 April all York’s GP practices offer interpreting services for both spoken languages and British Sign Language (BSL). This was something the audit explored after Healthwatch York heard from people that interpreters were rarely provided for patients who need them. The new initiative is being funded by the Humber and North Yorkshire Integrated Care Board (ICB).
Siân added: “Getting interpreters into GP surgeries is something we have called for many times before. This is a very positive and significant change. It will go a long way to reducing health inequalities for Deaf people and speakers of other languages.”
Copies of the reports is available on the Healthwatch York website at: https://www.healthwatchyork.co.uk/our-work/hw-york-publications/
Healthwatch York wants to hear what other people think about GP website and surgeries as well as all experiences of health and care services. Please share your experiences by email at healthwatch@yorkcvs.org.uk or by phone 01904 621133.