Patient experience · No code
Try to get help from your practice website
Follow the steps a patient takes to find help online, and spot where the wording or route leaves them unsure.
What you’ll have at the end
A short list of fixes, checked with patients and staff before anything changes.
How to begin
- Choose a few common tasks: find out how to contact the practice, request help with a new problem, order a repeat prescription or ask for an interpreter.
- Ask someone unfamiliar with the site to complete each task on a phone. Watch where they pause, choose the wrong route or need to call for help.
- Check the same routes with reception and clinical staff. Note differences between the website instructions and what actually happens in the practice.
- Ask a small, varied group of patients to review the wording and routes. Include people who prefer not to use digital services and provide another way to take part.
- Prioritise a few clear fixes, agree who owns them and test the revised pages on a phone before publishing. Recheck the links and contact details later.
What to measure
- Outcome: could people reach the right next step without guessing?
- Process: broken links, unclear instructions and avoidable calls about how to get help.
- Balancing: can people still use a suitable phone or in-person route?
Before using real data
Do not remove telephone or face-to-face options based on a website review. Use your organisation’s approved accessibility and content review process before making changes.
Agree scope, data handling, supervision and escalation with your practice. Use approved systems. Do not upload patient information to this website or a public AI tool.