Stop Buying 2016 in 2026: Why GP Surgery Websites Still Look (and Load) Like It’s Yesterday

GP practice websites have quietly become one of the most important “clinicians” in the building. They triage, signpost, book, reassure, and increasingly carry the load of the 8am rush. Yet many UK GP surgery sites still feel – and perform – like they were built a decade ago.

If your homepage still lives on a “template + plugins” WordPress setup, looks busy on mobile, and crashes under traffic, you are effectively asking patients to pick up the phone instead. That is bad for access, bad for staff wellbeing, and risky in terms of NHS and accessibility requirements.

This article explains why those “custom” template builds age badly, how they directly drive call volume and burnout, and what a next-generation approach (like ClinicWeb’s Next.js platform) looks like in practice for UK GP surgeries.

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Why Template Sites Feel Dated on Day One

The “template + plugins” treadmill

Most practice websites sold as “custom” builds are actually:

• A generic theme or template originally designed for any business, not healthcare
• Layer upon layer of third‑party plugins for forms, sliders, pop-ups, accessibility widgets, and analytics
• A one-off design pass, then years of bolt-ons by different admins or agencies

It looks modern in the pitch deck, but in reality:

• The design is not rooted in NHS service patterns (appointments, prescriptions, test results, online consultations)
• The layout is crowded with banners, stock images and carousels that push key tasks down the page
• The codebase is fragile: every plugin update risks breaking something else

From day one, it already conflicts with NHS England’s own guidance for creating highly usable and accessible GP websites, which emphasises:

• Clear task-based navigation (appointments, prescriptions, test results, contact)
• Minimal banners and decorative images
• Plain English, logical headings and simple layouts
• Use of NHS design components where possible

Why they age so badly

The gap between what patients expect and what templates provide is widening every year.

Patients now assume:

• Fast, app-like experiences (thanks to the NHS App, banking apps, retail sites)
• Mobile-first layouts with clear buttons, not text-heavy pages
• Simple journeys to complete tasks – not reading a noticeboard

Template-based sites age quickly because:

• They were never designed around patient tasks
• They rarely get usability testing with real patients
• The more content and notices you add, the more cluttered and inconsistent the experience becomes

In 2026, a “busy” homepage and a carousel do not say “modern”; they say “we haven’t thought about what you actually need to do here.”

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Slow Pages = More Phone Calls = Staff Burnout

How speed and design drive call volume

Every second a page takes to load is another second for a patient to give up and dial reception. In many practices, this looks like:

• Patients abandoning online booking because the page is slow or confusing
• Repeat callers asking for opening hours, prescription timelines, test results, or sick notes already described somewhere on the site
• Higher failure rates for online forms that time-out, crash or are too slow on older smartphones

When the website is slow or unclear, the path of least resistance is the phone line.

Common digital failure → operational impact

• Slow homepage → Patients cannot quickly find “Request an appointment” → More 8am phone pressure
• Cluttered prescriptions page → Patients ring to “check repeat is ordered” → Lengthy reception calls
• Confusing results information → Patients chase “Are my bloods back?” → Interruptions, callbacks and complaints

Staff burnout and GP contracts

The 2025/26 GP contract and the emerging “Patient Charter” framework are pushing practices to:

• Promote digital access routes clearly
• Offer fair access throughout the day, not just at 8am
• Provide transparent information on how and when to contact the practice

If the website cannot reliably deliver those journeys, the load falls back on reception and admin staff. That means:

• More call queue complaints
• More confrontational conversations at the desk
• Less time for complex tasks, more overtime, more stress

A high-performing, task-focused website is not a cosmetic project; it is a core part of the workload plan.

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Patient Tasks Above the Fold vs Slider Fluff

What NHS guidance is now very clear about

NHS England’s guidance on GP websites is unambiguous:

• Put key tasks clearly in the primary navigation and above the fold
• Use verbs that start with actions like “Request an appointment” or “Order a prescription”
• Avoid large banners, sliders and unnecessary imagery that push tasks down the page

Yet many practice sites still open with:

• A huge rotating slider advertising flu clinics from last autumn
• Stock photos of smiling people and “Welcome to our practice” statements
• Three different widgets all trying to collect feedback

The result: on mobile – where most patients now access the site – the first screen is marketing fluff, not care access.

What a task-first homepage looks like

A better approach is brutally simple. Above the fold, especially on mobile, patients should see: Core patient task cards

• Request an appointment
• Order a repeat prescription
• View test results
• Contact the surgery
• Register with the practice
• Access online services / NHS App

Each card:

• Uses a clear action verb
• Explains in one short line what will happen next (e.g. “Complete our online form; we’ll respond within X hours”)
• Links to a clear, accessible page – not a PDF, not a generic form bundle

Case example (composite of several UK practices):

• Before: Homepage opened with a large photo, a slider, and COVID-era notices. Appointment link was buried in a menu. Calls peaked at 8–10am; reception reported “everyone says they couldn’t find the form.”
• After: Homepage redesigned with six patient task cards at the top; “Appointments” used as a primary verb-led button. Within three months, the practice reported:
• A noticeable shift to online requests outside the 8am window
• Fewer calls simply asking “How do I book?”
• Clearer expectations set about response times, reducing complaint calls

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Next-Gen Build: Why ClinicWeb Uses Next.js, Not Plugin Stacks

The problem with legacy stacks

Traditional agency builds for GP surgeries usually run on:

• WordPress + multipurpose theme + 10–30 plugins
• Shared hosting or basic VPS
• No real performance or accessibility testing

These setups struggle with:

• Cumulative plugin bloat that slows every page
• Security vulnerabilities and compatibility issues
• Page builders that output messy HTML that screen readers hate

Next.js and a modern architecture

ClinicWeb’s platform takes a different approach, using Next.js, a modern React-based framework built for speed, accessibility and reliability. What this means in practice

• Static and server-side rendering

• Pages load fast because critical HTML is generated ahead of time or efficiently on the server

• Less waiting for scripts to load on older devices and slow connections

• Minimal dependency on plugins

• Most functionality (navigation, forms, task cards, accessibility features) is built into the platform

• Fewer breaking updates, fewer security holes, less technical debt

• Optimised for real-world GP traffic

• Caching and content delivery tuned for UK users

• Designed with typical NHS bandwidth constraints and device diversity in mind

This is not about trendy tech jargon; it is about delivering a site that:

• Consistently loads quickly on older Android phones on 3G
• Stays stable during busy morning surges
• Can be updated centrally without breaking key journeys

Launch path in weeks, not quarters

Legacy projects often drag on for months:

• Content freezes, sign-offs, design rewrites
• Unclear responsibilities between IT, comms and suppliers
• Custom features that never quite work

By contrast, a component-based Next.js build with a clear GP pattern library allows ClinicWeb to:

• Use proven layouts for appointments, prescriptions, test results, contact, and registration
• Focus practice time on content accuracy, not design debates
• Get from kickoff to launch in weeks, not quarters, while still meeting NHS and WCAG requirements

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Modern UX: Built Around NHS Patterns, Not Agency Fashion

UX for GP websites is now well understood

NHS England and the NHS Digital Service Manual have spent years refining:

• Navigation patterns for GP sites
• Content templates for key pages like appointments, prescriptions and test results
• Accessibility standards and WCAG compliance expectations

A modern UX for a GP surgery website should:

• Follow NHS “look and feel” and design components where appropriate
• Use plain English with a low reading age and clear headings
• Avoid PDF-heavy content in favour of accessible HTML
• Be fully usable via keyboard and assistive technologies

What modern UX looks like on ClinicWeb sites

Navigation

• 5–6 clear primary menu items: Home, Appointments, Prescriptions, Test Results, Contact, About

• Plain-language labels (no jargon or brand-speak)

• Search tuned for patient language (e.g. “sick note” as well as “fit note”) Content and layout

• Short, scannable paragraphs and bullet lists

• Clear “what to expect” sections: how you’ll be contacted, response times, what’s urgent vs routine

• Consistent pattern for all online forms: clear instructions, progress indicators, confirmation screens

Accessibility

• WCAG 2.1 AA (or better) baked into the base design
• High colour contrast, proper heading structure, descriptive link text
• No reliance on accessibility “toolbars” as a substitute for good design
• A clear, legally compliant accessibility statement and route for feedback

The result: patients, carers and staff do not need training to use the website. It works the way NHS services work, and it behaves predictably.

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Real Outcomes: What Practices Actually See

Less noise, more meaningful contact

When a site genuinely supports patients to self-serve, practices tend to report:

• Fewer repetitive calls about opening hours, prescription timelines and self-care
• More appropriate use of online consultation tools
• Better spread of demand throughout the day, not just at 8am

Reception and admin staff describe:

• Shorter average call lengths
• Clearer conversations (“Have you seen the information on the website?”)
• More capacity for complex or vulnerable patients who truly need phone support

Compliance, risk and reputation

A modern, well-governed site also reduces risk:

• Accessibility: Meeting WCAG 2.1 AA, publishing an accessibility statement and genuinely testing with users with access needs
• Contractual requirements: Displaying the Patient Charter or “You and Your General Practice” information prominently when required
• Content governance: Clear ownership of updates, review cycles and audit trails

In CQC terms, a better website supports:

• Safe: Clear signposting for urgent and emergency care
• Effective: Good digital access pathways that function as advertised
• Responsive: Transparent information about how to contact the practice and what to expect
• Well-led: Evidence that the practice is using digital tools to improve access and reduce pressure

A composite case example

Imagine a 10,000-patient urban practice:

• Before

• WordPress theme from 2017 with 20+ plugins

• Homepage slider, multiple banners, outdated COVID notices

• 60% of calls between 8–11am; many about basic information

• No published accessibility statement, PDFs everywhere

• After ClinicWeb-style rebuild

• Next.js-based site with clear patient task cards above the fold

• Accessible pages for appointments, prescriptions, test results, and contact, aligned with NHS patterns

• Clear response-time promises and online triage signposting

• Accessibility statement in place; PDFs reduced to essential items

Within months, realistic outcomes could include:

• Measurable increase in online requests completed successfully
• Reduced basic-information calls (opening hours, repeats, results collection)
• Better patient feedback on clarity and ease of use
• Team perception that the website finally “helps us” instead of “adding another system”

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Pricing Made Simple (No Upsell Maze)

Why pricing matters for practices

Many GP website projects stall because:

• Upfront quotes are opaque or full of jargon
• “Basic” packages exclude things you actually need (SSL, forms, support, training)
• Agencies push upsells for every small change

For NHS GP practices, this is wasted time and mental load. You need:

• A clear, predictable annual cost
• Included essentials: hosting, security, backups, support, accessibility compliance, design updates
• No surprise development bills every time you change a page or add a new patient notice

ClinicWeb’s approach to pricing

ClinicWeb’s model is deliberately straightforward: Transparent, no-fluff pricing

• Clear tiers based on practice needs, not endless add-ons
• Core features (task cards, NHS-aligned templates, accessibility-first design, hosting, support) included
• No “plugin upsell” treadmill – the platform is built to do what GP surgeries need as standard

You can see the full breakdown and costs here:

Check our no-fluff pricing: https://clinicweb.uk/pricing/

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Key Takeaways

• If your GP surgery website is a generic template with lots of plugins, it is probably slowing patients down and pushing them back to the phone.
• Slow, confusing websites translate directly into higher call volumes and staff burnout.
• NHS guidance and WCAG requirements now demand simple, clear, task-first design – not sliders, banners and PDF dumps.
• A next-gen build using technologies like Next.js allows for fast, accessible, stable sites that can launch in weeks and evolve with your practice.
• Modern UX for GP websites is about patient task cards above the fold, NHS-aligned patterns and clear expectations, not agency fashion trends.
• Real outcomes from a well-designed site include fewer basic calls, better digital uptake, improved compliance and happier staff.
• Transparent, simple pricing means you can improve your digital front door without disappearing into a procurement and upsell maze.

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Next Steps for Your Practice

1. Audit your current site

• Time how long it takes (on a mobile phone) to:
  • Request an appointment
  • Order a repeat prescription
  • Find test results information
  • Find urgent and out-of-hours advice
• Check if you clearly meet accessibility basics (contrast, headings, keyboard navigation) and have a live accessibility statement.
• Ask reception which web-related questions patients call about most often.

2. Prioritise patient tasks over decoration

• Strip back sliders, banners and old notices from your homepage.
• Create clear task cards or buttons for appointments, prescriptions, results, contact and registration.
• Rewrite key pages in plain English with clear “what to expect” sections.

3. Plan for a modern rebuild, not another quick fix

• Decide whether your current platform can realistically meet NHS and WCAG standards without becoming slower and more fragile.
• If not, consider moving to a modern, component-based platform that’s been built around GP journeys from day one.
• Involve receptionists and patients in testing; they see the pain points first.

4. Explore a next-gen option with transparent pricing

If you are ready to step off the “template + plugins” treadmill and onto a modern, NHS-aligned platform that delivers real outcomes, you can review ClinicWeb’s options here:

Check our no-fluff pricing: https://clinicweb.uk/pricing/