Sunderland GP Alliance’s 38 practices, serving 280,000 patients, faced significant challenges managing overwhelming phone volumes for routine tasks like booking appointments, ordering prescriptions, and accessing practice information. Patients struggled to navigate inconsistent and outdated websites, which led to inefficiencies, unnecessary appointments, and increased strain on practice staff.
The Solution
Sunderland GP Alliance implemented a comprehensive digital transformation through Practice365’s unified website platform. The migration was completed ahead of schedule, transitioning all 38 practices in just 8 months instead of the planned 12 months. The new platform features NHS-approved design using the NHS Frontend Framework, ensuring a consistent and professional experience across all practices while maintaining individual practice identity.
The solution prioritises mobile accessibility, crucial as 64% of users access sites via mobile devices. Key features include an emergency messaging system with 30-minute response time, online appointment booking, prescription ordering, administrative task management, and seamless NHS App integration.
“System partners across Sunderland have come together to build a digital front door for patients. In the last year patients have visited, accessed information and support through the Sunderland Health and Wellness Hub and practice websites over 500,000 times. Leading to estimated savings of 15,000 hours and a non-cashable benefit of approximately £147,000 for Primary Care in Sunderland”
Measurable Impact
The implementation of a unified website platform (Practice365) across all 38 Sunderland practices proved transformative. The quality of sites improved from an average of 64% to 81%* compliance with NHS standards, with approximately 30,000 website visits recorded monthly.
Analytics show peak usage during practice hours (8am-6pm), with practice information (17.5%) and health information (14.3%) being the most accessed content areas. The automated content management system ensures rapid updates, typically completed within 24 hours. Patient engagement has been particularly strong through social media integration, with Facebook driving significant traffic to practice websites. The platform includes comprehensive accessibility tools, including translation services and screen readers, ensuring all patients can access digital services effectively.
This implementation has established a scalable model for other NHS practices, demonstrating how digital transformation can effectively address primary care challenges while improving patient access and reducing practice workload.
