All GP practices in the Black Country have updated their websites providing patients with easy access to contact their practice online.
A project led by the digital first primary care team at the NHS Black Country Integrated Care Board (ICB) has seen all GP practices in the Black Country update their websites to be more user friendly and accessible.
This allows patients to easily access GP services online, where they will be quickly signposted to the information or tools to manage their care and to improve their online experience. Those patients who cannot access a computer or website can still telephone or attend the practice in person to request an appointment or make a request.
The project included an extensive amount of research, design and development through workshops and testing. To ensure patient and public voice was heard throughout the design phase, the digital first team attended People Panels and GP/Primary Care Network events, as well as visiting Patient Participation Groups (PPGs) across the Black Country to demonstrate the features of the new website and educate patients on the functionality.
Eve Hill Medical Practice in Dudley were one of the first practices in the Black Country to roll out their updated website earlier this year and have had positive feedback from patients who have benefited from the online access.
Jason Guest, patient and a member of the PPG at the practice, said: “I’ve been a patient at Eve Hill for more than 20 years and never really had to go to the doctors. That changed about two years ago when I started having issues with high blood pressure. I started taking medication to manage this but unfortunately had a heart attack last May. Since then, I’m monitored closely by my GP practice and have to regularly contact them, whether to arrange a blood pressure review, order medication or book an appointment.
“The website is really easy to use and is so much easier than phoning the practice. It’s quick and efficient and often find that I get a response back that same day, or within 24 hours. When I contact the practice, its usually a query about my medication or a prescription, so I can ping this over via the website without taking up a valuable appointment.
“I’m quite a high-risk patient, but even so, can still do things electronically through the website. I find the process a lot quicker as I don’t have to sit on the phone or wait for an appointment to speak to someone. I joined the PPG a few months ago as the practice have been so good to me, I wanted to give something back, and the feedback from other patients on the website has all been positive too.”
Kelly Houseman, Practice Manager at Eve Hill Medical Practice, added: “When the new website first launched, we were initially concerned that opening online access up to patients would increase workload for our admin staff. However, it has helped us to prioritise same day appointments and identify the enquiries that can be done at less busy times of the week.
“Our website has given patients the choice of how they contact us. It allows patients to quickly and easily get information, request an appointment or other services, complete forms about their medication or long-term conditions. In turn, it frees up our phone line for those that need it. The feedback from both patients and staff alike has been really positive, which is fantastic.”
Sarb Basi, Director of Primary Care for the NHS Black Country ICB, said: “General Practice websites play an important role as the “digital front door” for patients seeking medical advice and services.
“In the Black Country, we have embarked upon a GP website improvement programme that has seen all 171 of our practices update their websites to streamline patient access and enhance the user experience.
“By ensuring GP websites are easy to use and accessible, thousands of patients can now contact their practice online to ask for help, complete admin tasks and navigate themselves to services, reducing the need to call the practice on the phone.”
