The ‘Discovery’ Invoice, the ‘Design’ Invoice, the ‘Change-Request’ Invoice… Enough.
GP practices and healthcare providers do not need another complicated agency relationship. You need a website that just works, is compliant, and is kept up to date without a billing debate every time you ask for help.
This is where a next‑generation subscription model, like ClinicWeb’s, is fundamentally different from the traditional multi‑invoice agency approach.
The Traditional Agency Model vs a Clear Subscription
How the typical multi‑invoice agency model works
Most agencies selling NHS or healthcare websites still operate on a project‑based model. On paper, it looks straightforward; in reality, it often becomes fragmented and hard to manage.
Typical components of the old model
- Discovery / strategy phase invoice
- Design phase invoice
- Build / development invoice
- Content population invoice
- Go‑live / launch invoice
- Hosting and maintenance retainer
- Ad‑hoc “small changes” billed by the hour
- Change‑request invoices for anything “out of scope”
Every new requirement tends to trigger a scope check, a quote, a delay for approval, and then an invoice. For a busy practice manager, this is not just admin – it is friction that delays patient‑facing improvements.
How a unified subscription model works
A modern model bundles everything you actually need to run a safe, compliant, up‑to‑date GP or clinic website into a single, predictable monthly or annual subscription. What a subscription typically includes
- Initial website build or rebuild
- Hosting, security, and SSL
- Accessibility and regulatory compliance as standard
- Regular updates and improvements
- Content tweaks, minor changes, and notice updates
- Ongoing support for your team
Instead of a patchwork of separate invoices and negotiations, you have one agreement and one price. ClinicWeb takes this further by explicitly including “small stuff” so you are not constantly asked to re‑justify your needs or your budget.
You can see exactly what is included in ClinicWeb’s plans on their pricing page: https://clinicweb.uk/pricing/
Why Owners and Practice Managers Hate Scope Debates
Constant scope conversations drain time and goodwill
Practice managers, business owners, and partners are already balancing:
- NHS contract requirements
- QoF and CQC expectations
- Staff rotas and workforce pressures
- Patient complaints and feedback
- ICS / ICB communications and priorities
The last thing they need is a debate about whether a website change is “in scope” or not.
Why scope debates are such a problem
- They delay patient‑critical updates
- They create uncertainty about cost
- They put non‑technical staff in technical arguments
- They damage trust between practices and suppliers
A request like “we need an urgent banner about a vaccine clinic tomorrow” should not trigger a negotiation. It should simply trigger action.
Real‑world example: flu clinic chaos
Imagine a practice wants to advertise Saturday flu clinics at short notice:
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Old model:
- Email agency → “That’s a change‑request; here’s a quote.”
- Wait for internal approval for £80–£200 for a “quick update”.
- By the time it goes live, half the clinic dates have passed.
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Subscription model with changes included:
- Email or submit request → “Got it, we’ll add a homepage banner and a dedicated page.”
- No new quote, no invoice, no delay.
Owners resent paying for micro‑tasks not because they are unwilling to pay, but because the process slows them down and feels misaligned with patient care priorities.
What Should Be Included as Standard for Healthcare Websites
A healthcare website is not a brochure site; it is core clinical infrastructure. Patients rely on it to access care safely and efficiently. Certain elements should never be “optional extras” or “chargeable add‑ons”.
Core inclusions for a GP or healthcare site
Compliance and accessibility
- WCAG 2.1 AA accessibility as standard, not as a later paid audit
- Mobile‑responsive design for multi‑device access
- Clear accessibility statement and support options
- Structured content to support screen readers and keyboard navigation
Regulatory and NHS requirements
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Clear complaints information and policies
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Safeguarding and chaperone information
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Data protection and privacy notices consistent with UK GDPR
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Up‑to‑date information about appointment systems and online triage tools
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Integration or clear signposting to NHS‑approved digital tools (e.g. NHS App, eConsult, Anima, Klinik, PATCHS where used)
Operational essentials -
Robust hosting with SSL and regular backups
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High uptime and performance (especially at peak times, e.g. 8am appointments)
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Security patching and monitoring
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Simple, safe routes for staff to request updates
These should not be separately costed every time. They are essential parts of running a safe digital front door for patients.
ClinicWeb’s model recognises this by including build, hosting, compliance, and ongoing changes in a single subscription, detailed on their pricing page: https://clinicweb.uk/pricing/
Our “We’ll Sort It” Culture
From “ticket number” to trusted digital partner
The heart of a next‑gen service model is cultural, not technical. ClinicWeb’s promise is essentially: if it is reasonable and helps your patients or your team, we’ll sort it.
What “we’ll sort it” looks like in practice
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You email: “We need to update our staff page; three new GPs and one GP has left.”
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Response: “Thanks, send us the names, photos, and any bios. We’ll update the page today.”
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You call: “CQC have advised we make our complaints process more prominent.”
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Response: “Understood. We’ll add a clearly signposted complaints page, update the footer, and ensure the copy is clear and compliant.”
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You message: “The ICB has changed how patients should request repeat prescriptions.”
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Response: “We’ll update the prescriptions page, correct any PDFs, and adjust the homepage messaging.”
No arguments about whether this counts as a “content change”, a “minor development”, or “new functionality”. The default position: if it supports safe, effective care or clear communication, it is in.
Case study: urgent notice without the drama
A PCN‑aligned practice needs to publish an urgent notice: their phones are down and patients must use online triage temporarily.
With a traditional agency:
- You may not know who to contact
- You worry it will incur a cost
- You lose time in back‑and‑forth
With ClinicWeb’s “we’ll sort it” approach:
- You send a quick request
- ClinicWeb adds an urgent banner, updates contact pages, and sets end dates for the notice
- No surprise invoice lands afterwards
This culture reduces friction, improves speed, and makes staff far more likely to keep the site up to date—which directly benefits patients.
Budget With Confidence (No Gotchas)
Why predictable spend matters in NHS primary care
NHS funding is tight and under scrutiny. Practices and providers must:
- Work within fixed budgets and ICB contracts
- Justify all non‑pay expenditure
- Plan spending over multiple financial years
Unpredictable agency invoices make this harder. What starts as a “£5,000 project” can creep upwards with:
- Extra design rounds
- “Out of scope” features
- Extra accessibility work
- Hosting and security upgrades
- Multiple change‑requests after go‑live
How a transparent subscription solves this
A clear subscription like ClinicWeb’s lets you know exactly what you are committing to over 12–36 months. Key budget benefits
- One consistent monthly or annual fee
- No charges for routine changes and content tweaks
- Hosting, security, and support included
- Transparent tiers that you can align to list size or organisation type
For example, a GP practice can plan: “Our website and digital front door will cost approximately £X per month, covering everything we need: build, hosting, content updates, urgent notices, support.”
You can then monitor value by outcomes, not by counting hours of agency time. Did patients find information more easily? Did call volumes change? Did CQC comment positively on your digital presence? Those are the metrics that matter.
ClinicWeb’s pricing is openly listed here: https://clinicweb.uk/pricing/
Next‑Gen Site: What Modern Healthcare Websites Should Deliver
Beyond “pretty”: function, safety, and patient journeys
A next‑generation GP or healthcare website must:
- Support NHS priorities such as digital access and self‑care
- Reduce unnecessary phone calls by answering common questions clearly
- Guide patients towards the right service at the right time
- Work smoothly on mobiles, tablets, and assistive technologies
Core features of a next‑gen healthcare website Digital front door that reflects how you really work
- Clear explanation of appointment routes (online, telephone, face‑to‑face)
- Separate journeys for urgent, same‑day, and routine issues
- Signposting to NHS 111, pharmacies, and local urgent treatment centres
Patient education and self‑care
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Condition and self‑care content aligned with NHS advice
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Links to NHS.uk for trustworthy information
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Clear warnings about red‑flag symptoms and when to seek urgent care
Integrated tools -
Prominent, safe links to your online consultation or triage platform
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Accessible forms where appropriate
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Clear instructions for repeat prescriptions, fit notes, and test results
Accessibility and inclusivity
- Text that is clear and easy to understand
- Contrast, font size, and layouts compliant with WCAG 2.1 AA
- Options for translation or support for patients whose first language is not English
A next‑gen site is not just “modern looking”; it is aligned with NHS best practice, supports your local ICS digital strategy, and is designed to reduce friction for both patients and staff.
Next‑Gen Service Model: More Than “Support Tickets”
Support that understands healthcare, not just websites
A next‑generation service is built around the realities of UK healthcare operations. That means:
- Understanding that flu season, winter pressures, and system changes create surges of change requests
- Recognising external drivers such as new ICB campaigns, changes in national screening programmes, or updated NHS guidance
- Anticipating needs rather than waiting for problems
Characteristics of a next‑gen service model
Proactive, not just reactive
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Regular reviews to check for outdated content
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Suggestions for improvements when guidance or services change
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Monitoring for broken links and outdated documents (e.g. old patient leaflets, obsolete referral forms)
Healthcare‑aware support -
Staff who know what QOF, PCN DES, ICS, and ICBs are
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Understanding of the CQC’s expectations around patient information
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Awareness of NHS accessibility and language requirements
Inclusive of “small stuff”
- Updating practice opening hours and bank holidays
- Promoting new clinics, group consultations, or local Wellbeing services
- Updating staff profiles and training information
- Adjusting online triage messaging as your internal processes evolve
You do not need to translate your request into “technical speak” or fear it will be dismissed as “scope creep”. The service is designed to evolve with your practice.
ClinicWeb’s subscription is built on this next‑generation approach, with the offer clearly set out on their pricing page: https://clinicweb.uk/pricing/
Practical, Actionable Steps for GP Practices and Healthcare Providers
Step 1: Audit your current website relationship
- List all costs over the last 12–24 months: build, hosting, updates, change‑requests
- Identify how many times you delayed or avoided a change because you were unsure about cost
- Note how quickly urgent updates were made (e.g. same day, 3–5 days, longer?)
Step 2: Check compliance and accessibility
- Confirm whether your site has been tested against WCAG 2.1 AA
- Confirm you have an accessibility statement and a plan for further improvements
- Check whether key clinical information and patient journeys are clear, current, and in plain English
If you are uncertain or cannot get a clear answer from your supplier, that is a risk.
Step 3: Define what “should be included” for you
For your organisation, decide what you believe should be included as standard:
- Content updates frequency (weekly, monthly)
- Urgent notice response time (same day, next business day)
- Support channels (email, phone, portal)
- Proactive reviews (quarterly, annually)
Use this to assess whether your current supplier’s model genuinely supports you, or whether a subscription like ClinicWeb’s would align better. Step 4: Move to predictable, outcome‑focused budgeting
- Shift internal conversations from “How much will this change cost?” to “Does this change improve patient care or safety?”
- Map your digital budget over a 2–3 year horizon instead of project‑by‑project
- Choose models where build, hosting, updates, and support are clearly bundled
Key Takeaways
The problem with multi‑invoice models
- Fragmented billing and scope debates slow down patient‑critical updates
- Costs are difficult to predict and justify within NHS budgets
- Practices hesitate to make changes, leaving websites outdated and less safe
What a ClinicWeb‑style subscription offers
Single, clear subscription
- Build, hosting, security, and compliance
- Content tweaks, urgent notices, and small requests included
- No recurring arguments about scope for everyday needs
Healthcare‑aware, “we’ll sort it” culture
- Fast action on urgent updates
- Understanding of NHS and CQC expectations
- Proactive suggestions aligned to best practice
You can explore the specific plan options here: https://clinicweb.uk/pricing/
Conclusion and Next Steps
The era of the “discovery invoice, design invoice, change‑request invoice” model is out of step with the pressures and realities of UK healthcare. GP practices and healthcare providers need websites that are not just built once and then billed forever, but continuously supported as living, clinical tools.
A next‑generation subscription model—like ClinicWeb’s—bundles build, hosting, updates, and ongoing support into one predictable cost. Just as importantly, it comes with a “we’ll sort it” culture that removes scope battles from your working day and keeps your digital front door aligned with NHS priorities and patient needs.
Practical next steps
- Review your current website costs, responsiveness, and compliance status
- Decide what you believe should be included as standard for your organisation
- Compare that against a subscription model where build, hosting, updates, and support are clearly defined
If you are ready to move away from multi‑invoice complexity to a modern, healthcare‑focused service, review ClinicWeb’s pricing and inclusions and consider whether it is time to simplify your digital partner model: https://clinicweb.uk/pricing/