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Is Your Dental/GP Website Outdated? The 10‑Point Owner Audit

Is Your Dental/GP Website Outdated? The 10‑Point Owner Audit Your website is now as important as your front desk.

Is Your Dental/GP Website Outdated? The 10‑Point Owner Audit

OUTDATED OR READY?

CT
ClinicWeb Team
Healthcare Web Specialists
14 min read

Is Your Dental/GP Website Outdated? The 10‑Point Owner Audit

Your website is now as important as your front desk. For many patients, it is the first and sometimes only contact with your practice. In the UK, NHS guidance is increasingly clear that GP and healthcare websites must be usable, accessible, and kept up to date to support safe care and equitable access.

This 10‑point owner audit is designed so a GP partner, practice manager, or dental principal can sit down for an hour and get a clear, honest view: does our site still serve patients well, or is it time to plan a redesign?

The 10 Pass/Fail Checks

How to use this audit

Each of the 10 checks is:

  • Simple enough for a non‑technical owner to run
  • Assessed as Pass, Fail, or Needs work
  • Focused on what patients experience, not just what your developer sees

For each check, note your score on the printable scorecard at the end.

1. The “3‑Tap Tasks” Test

Patients should be able to complete common tasks in three taps or clicks or fewer from the homepage. Test three core journeys (timed, on your own site):

  • Book or request an appointment (or access online consultation)
  • Order a repeat prescription
  • Find urgent contact details (phone, out‑of‑hours, 111/999 guidance)

Pass

  • Each task takes three taps or fewer

  • Labels are clear and NHS‑aligned (e.g. “Appointments”, “Prescriptions”, “Contact us”)

  • No confusing detours through long news pages or generic portals Fail

  • You need to hunt through menus or multiple pages

  • Appointment information is buried in PDFs

  • Patients are pushed to an external system with no clear explanation

2. Page Speed Check

Slow sites lose patients and can disadvantage those on low data allowances or poor connections.

Quick check tools

  • Use any free “website speed test” tool

  • Test both desktop and mobile

  • Look for how long it takes before the page is usable (aim for under 3–4 seconds on a normal connection) Pass

  • Homepage and key patient pages load quickly on mobile and desktop

  • No obvious huge images, autoplay videos, or heavy widgets on key pages

Fail

  • Pages feel sluggish; images “pop in” late
  • Mobile scores are marked as “poor” by your speed test tool
  • Patients report “the site keeps freezing” or “it takes ages to load”

3. Console Errors (Basic Technical Health)

You do not need to be a developer to spot obvious technical issues. Quick test

  • Open your homepage in Chrome
  • Right‑click → Inspect → Console
  • Refresh the page and see if errors appear in red

Pass

  • No (or very few) red errors

  • No alerts that key scripts or resources failed to load Fail

  • Multiple repeated errors

  • References to blocked scripts, failed forms, or missing resources

  • Patients report forms not submitting or features not working

4. Broken Links Scan

Broken links frustrate patients and can undermine trust.

Quick check

  • Use a free “broken link checker” on your domain

  • Pay particular attention to:

    • Appointment links
    • Prescription services
    • Referral information
    • Policies and patient information leaflets Pass

  • Few or no broken links

  • External links (e.g. NHS, 111, local services) open correctly

Fail

  • Links to online consultation, patient access, or eConsult are broken or outdated
  • Old COVID pages, newsletters, or policies link to removed content
  • Patients report “I clicked it and nothing happened”

5. Readability (Plain English, NHS‑Style)

NHS guidance encourages content written in clear, plain English and at an accessible reading age.

Quick check

  • Copy a key page (e.g. appointments) into a reading‑age tool
  • Read the page aloud: does it sound like something you would say to a patient?

Pass

  • Short sentences, clear headings, simple words

  • Clinical terms explained in plain English

  • Content is structured around patient questions: “How do I…?”, “What happens if…?” Fail

  • Dense text, long paragraphs, and policy jargon

  • Overuse of acronyms without explanation

  • Important patient actions hidden in long blocks of text

6. Accessibility Spot‑Check (WCAG / NHS Compliance)

Public sector websites in the UK must meet WCAG 2.1 AA and provide an accessibility statement. NHS England also publishes specific guidance on creating accessible GP websites. Quick checks

  • Run a free automated accessibility checker on your homepage
  • Manually check:
    • Can you tab through links using the keyboard?
    • Do images have meaningful text alternatives?
    • Is there good colour contrast (e.g. dark text on a light background)?
    • Is there an accessibility statement linked in the footer?

Pass

  • Clear accessibility statement in line with UK regulations

  • No critical errors flagged on headings, contrast, or missing alt text for important images

  • Forms and key journeys are usable with keyboard only Fail

  • No accessibility statement at all

  • Tiny fonts, low contrast, or decorative text over images

  • Key content provided only as image/PDF without accessible alternative

7. Mobile “Thumb Test”

Most patients now access GP and dental websites on smartphones. Poor mobile usability is one of the fastest ways to create digital exclusion.

Quick checks (on your own phone):

  • Hold your phone in one hand and try to:

    • Book an appointment
    • Request a prescription
    • Find today’s phone number
    • Notice where your thumb naturally reaches Pass

  • Key buttons and menus are easy to tap with one thumb

  • No tiny links placed at the very top corners only

  • Forms are readable and usable without zooming

Fail

  • Navigation is tiny or crammed together
  • You must pinch‑zoom to read basic text
  • Pop‑ups or overlays hide important content on mobile

8. Fees, Charges and Private Services Clarity

For dental practices and mixed NHS/private providers, unclear fees damage trust and can raise complaints. GP practices may also need to list private reports and non‑NHS services. Quick check

  • Navigate to “Fees”, “Charges” or “Private services”
  • Ask: could a layperson understand what they might be charged for?

Pass

  • Fees page is easy to find from the main menu

  • Clear distinction between NHS services and private services

  • Information is up to date and reflects current NHS rules and exemptions Fail

  • No clear fees page, or hidden in PDFs

  • Outdated NHS band charges, or no explanation of what’s included

  • Patients only discover charges after care, triggering complaints

9. Urgent Banner / Service Status

Patients need immediate clarity on what to do in an urgent or emergency situation, and on any temporary changes to service.

Quick checks

  • Is there a visible, consistent section that answers:

    • What is an emergency? (call 999)
    • When to call 111
    • What to do out of hours
    • Do you have a simple way to add temporary alerts (e.g. phone issues, system downtime, bank holiday hours)? Pass

  • Prominent, consistent urgent care guidance (e.g. at top or on homepage)

  • Out‑of‑hours and 111/999 guidance in plain, unambiguous language

  • Temporary banners used sparingly and removed when no longer needed

Fail

  • No clear emergency guidance, or it is buried deep in the site
  • COVID‑era banners still present and confusing
  • Conflicting messages between homepage, contact page and footer

10. Careers / Jobs Page

Recruitment is a major pressure point. Your website is a key tool for attracting clinicians and staff who align with your values. Quick check

  • Navigate to “Work with us”, “Vacancies” or “Careers”
  • Ask: would a clinician or receptionist understand what it’s like to work here?

Pass

  • Clearly labelled careers/jobs page

  • Up‑to‑date vacancies or clear explanation of how to register interest

  • A brief description of the team, culture, and benefits (e.g. training, flexible working, PCN roles) Fail

  • No careers page at all, or “Last updated 2019”

  • Vacancies shown as image‑only posters or dead PDF links

  • No mention of your values, team, or ways of working

What Failing Looks Like to Patients

Common patient perceptions when a site “feels old”

  • “If they can’t keep the website up to date, what else isn’t up to date?”
  • “I couldn’t work out how to request an appointment, so I just rang instead.”
  • “I gave up and went to 111 because I couldn’t understand what to do.”

Examples from typical practice scenarios

  • A patient with limited English can’t find multilingual or simple‑language appointment guidance, so attends A&E for a non‑urgent issue.
  • A working parent tries to request repeat prescriptions on a mobile at 10pm but the link is broken; they miss medication because they assumed it had gone through.
  • A locum GP looking for a new practice sees a careers page with no current roles and an obviously outdated staff list; they never contact you.

When multiple checks fail together, the message patients receive is: this service is hard to use, I am not confident I’ll get what I need.

Quick Fixes vs. Signs You Need a Rebuild

Not every failure means you need to commission a new site. Distinguish between issues you can resolve quickly and structural problems.

Quick Wins (Fix Within 1–4 Weeks)

Content and configuration

  • Update urgent care wording using current NHS phrasing

  • Rewrite the appointments and prescriptions pages in plain English

  • Refresh fees pages with current NHS dental bands or GP non‑NHS charges Technical, light‑touch

  • Compress oversized images and remove unnecessary autoplay videos

  • Fix broken links using your CMS link checker

  • Add or update the accessibility statement and link it from the footer

If your site is relatively modern, on a supported platform, and fails only 2–3 checks, a focused content and configuration refresh can significantly improve patient experience.

Signs It’s Time for a Full Redesign

Structural and compliance issues

  • Site cannot meet WCAG 2.1 AA without major redevelopment
  • The template is not responsive; mobile users must pinch‑zoom everywhere
  • Your CMS no longer receives security updates or support

Operational pain points

  • Staff avoid updating the site because “it’s too complicated” or “only the developer can edit anything”
  • New pages are bolted on in inconsistent styles, confusing patients
  • You use multiple external portals with no joined‑up explanation or design

Patient and staff feedback

  • Repeated complaints about confusion, inaccessible information, or broken journeys
  • Reception staff spend significant time giving out information that should be clear online (e.g. eConsult link, opening hours, repeat prescription rules)

In these cases, a planned redesign—following NHS digital accessibility and usability guidance—will likely be safer and more cost‑effective than patching.

A Simple Monthly Audit Routine

Embedding a light‑touch audit into your governance routine keeps your website aligned with clinical and operational changes.

Who should own it?

Ideally:

  • A named Digital / Website Lead (often a practice manager, operations manager, or digital champion)
  • With clinical sign‑off for content that affects patient safety (e.g. urgent care guidance, triage routes)

Monthly checks (30–45 minutes)

Core safety and access

  • Confirm urgent care guidance is correct and consistent
  • Check appointment and prescription journeys still work as expected
  • Run a quick broken link scan on key patient pages

Change log

  • Add, remove or update:

    • Staff changes
    • Clinics and services (e.g. new PCN services, ICB changes)
    • Policy pages that affect patients (e.g. DNA policy, registration policy) UX and accessibility spot‑check

  • Use a different device (e.g. your own phone) each month to repeat the 3‑tap and thumb tests

  • Pick one page per month for a quick accessibility review (headings, alt text, contrast, forms)

Record your findings, actions and responsible person. Over time, this becomes evidence of digital governance—helpful for CQC inspections and internal quality improvement.

When to Budget for a Redesign

Triggers that justify planning a new build

  • Regulatory or contract changes
  • New NHS England guidance requiring updated content structures or terminology
  • ICB or PCN‑driven digital standards you must comply with

Strategic service changes

  • Move to total triage or digital‑first access pathways

  • Expansion into new services, sites, or multidisciplinary team models

  • Technical end‑of‑life

  • Your developer or supplier indicates the platform is no longer supported

  • Security or accessibility issues cannot reasonably be fixed on the current codebase

Budgeting considerations for GP and dental practices

Core elements to factor in

  • Design and build of a WCAG 2.1 AA‑compliant, mobile‑first site
  • Content design support for key patient journeys (appointments, prescriptions, referrals, complaints)
  • Hosting, security, and maintenance
  • Training for staff to update pages confidently

Hidden costs of not redesigning

  • Increased reception call volume for avoidable queries
  • Missed or misdirected appointments due to unclear online information
  • Recruitment challenges because your site does not reflect your culture or opportunities
  • Risk of non‑compliance with public sector accessibility regulations

Most practices will find a major redesign is needed roughly every 4–6 years, with smaller iterative improvements in between. However, if your audit score is very low and staff find the site unusable, accelerating that timeline is advisable.

Printable 10‑Point Website Audit Scorecard

Copy, print and use this at your next partners’ or management meeting.

Instructions

For each check, circle Pass / Needs work / Fail and add brief notes and actions. Practice Name: __________________________

Date of Audit: __________________________ Auditor: ________________________________

1. 3‑Tap Tasks (Appointments, Prescriptions, Urgent Contact)

  • Score: Pass / Needs work / Fail
  • Notes: _________________________________________________
  • Actions: ________________________________________________

**2. Page Speed (Homepage + Key Patient Pages) **

  • Score: Pass / Needs work / Fail
  • Notes: _________________________________________________
  • Actions: ________________________________________________

3. Console Errors / Technical Health (Homepage)

  • Score: Pass / Needs work / Fail
  • Notes: _________________________________________________
  • Actions: ________________________________________________

**4. Broken Links (Key Patient Journeys) **

  • Score: Pass / Needs work / Fail
  • Notes: _________________________________________________
  • Actions: ________________________________________________

5. Readability (Plain English, Patient‑Focused)

  • Score: Pass / Needs work / Fail
  • Notes: _________________________________________________
  • Actions: ________________________________________________

**6. Accessibility Spot‑Check (WCAG / NHS Requirements) **

  • Score: Pass / Needs work / Fail
  • Notes: _________________________________________________
  • Actions: ________________________________________________

7. Mobile Thumb Test (One‑Handed Use)

  • Score: Pass / Needs work / Fail
  • Notes: _________________________________________________
  • Actions: ________________________________________________

**8. Fees / Charges Clarity (NHS vs Private) **

  • Score: Pass / Needs work / Fail
  • Notes: _________________________________________________
  • Actions: ________________________________________________

9. Urgent Banner / Service Status

  • Score: Pass / Needs work / Fail
  • Notes: _________________________________________________
  • Actions: ________________________________________________

**10. Careers / Jobs Page **

  • Score: Pass / Needs work / Fail
  • Notes: _________________________________________________
  • Actions: ________________________________________________

Overall assessment

  • Total Pass: ______ / 10
  • Priority actions for next 30 days:

Key Takeaways

What practice owners should remember

  • Your website is a clinical and operational tool, not just a brochure.
  • A focused 10‑point audit highlights where patient access, safety and trust may be at risk.
  • Many issues are quick content or configuration fixes; others signal the need for a planned redesign.
  • A simple monthly audit routine supports ongoing compliance with NHS and accessibility standards and reduces pressure on front‑line staff.

Conclusion and Next Steps

To move from “we think our website is fine” to evidence‑based confidence:

  • Use the 10‑point audit with your partners or management team within the next month.
  • Prioritise safety‑critical fixes first: urgent care guidance, access routes, broken links.
  • Assign a named website lead and build a short monthly audit into your governance calendar.
  • If multiple checks fail or your platform is fundamentally outdated, begin exploring options and budgeting for a WCAG‑compliant redesign that supports your current and future service model.

By treating your website like any other part of clinical quality improvement—measured, reviewed, and iterated—you can give patients a digital front door that is safe, accessible, and genuinely helpful, every day.

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