Some GP surgeries in Middlesbrough and Redcar and Cleveland are providing inadequate information on their websites, according to survey analysis.
Volunteers on behalf of Healthwatch South Tees, an independent statutory body which champions better patient experiences in health and social care in the area, reviewed 38 sites evaluating the information contained within them.
While the majority of websites had a telephone number listed, 65% did not contain a contact e-mail address.
More than half also did not have the facility to allow patients to request repeat prescriptions via e-mail.
A further 15% had no information on how patients could register with the practice.
Almost a fifth also had no details on how to make a comment, complaint or compliment, while some links intended for patient feedback were not working.
More than three quarters (76%) of websites were available in different languages, but the analysis found a general lack of accessible information for the likes of British Sign Language users.
The vast majority of GP websites were said to be up to date, but some had old information and in one instance vaccination advice was given which appeared to date back to 2016.
The survey was included in Healthwatch South Tees’ recently published annual report.
GP surgeries have become increasingly digitised in recent years with services such as ‘e-consults’ – where a patient describes their symptoms online – and video calls being offered.
These to some extent have replaced the traditional phone call, or simply showing up on spec in order to see a doctor with the move towards digital services going hand in hand with greater triaging of patients in order to direct appropriate resources to where they are needed most.
Healthwatch South Tees said the aim of the survey was to ensure that GP practice websites were accessible to everyone in the community with its findings being shared.
It said: “The outcome of this review will help these practices to improve the accessibility of information about their services and improve experiences for all their patients.
“The shift towards digital access requires that GP practice websites ensure information and services are readily available.
“Whilst ensuring accessibility for those not digitally inclusive remains important, those using digital services will ease phone blocking and enhance the experience.”
It said websites could be further improved by providing links to local support organisations providing patient advocacy, care and information such as Healthwatch, People First and We Care You Care.
