Information for patients affected by GP website disruption
Some GP practices across England have experienced disruption after technology supplier Silicon Practice went into administration. The company provided a range of online services to GP practices, including websites, online consultation systems and chatbots.
As local GP practices were among those affected, Healthwatch contacted Thames Valley Integrated Care Board (TV ICB) to find out how patients can continue to access services, what support is available, and what steps are being taken to minimise disruption.
Below is a summary of the information provided by Thames Valley ICB, together with answers to some common questions.
Key message from Thames Valley ICB
TV ICB told Healthwatch Reading: gham Borough:
"Some GP practice websites in Berkshire West are temporarily unavailable because their supplier has gone into administration. GP services remain available, and patients can continue to contact their practice by telephone, in person or through alternative online routes. Affected practices have communicated these arrangements directly to patients and will continue to provide updates as replacement arrangements are implemented."
What has happened and which GP practices have been affected?
According to TV ICB, the disruption was caused by the collapse of website supplier Silicon Practice, which affected access to GP practice websites and some related online services. In Berkshire West, nine GP practices were affected. Across the wider Thames Valley area, the issue impacted 16 practices serving approximately 146,000 patients.
Can patients still contact their GP practice?
Yes. TV ICB says patients have continued to access GP services through alternative routes, including by telephone, in person, and through alternative online systems where these are available.
What is being done to support affected practices?
According to TV ICB, affected practices have activated arrangements to minimise disruption to patients and are putting replacement digital services in place. GP practices are being supported by TV ICB and the NHS Commercial and Procurement Hub.
How have patients been informed?
TV ICB says practices were provided with communications materials and asked to communicate proactively with patients. According to the ICB, practices have used text messages, emails, social media, telephone messages, waiting room posters and reception teams to keep patients informed about alternative ways to access services.
How are people who may face barriers to access being supported?
According to NHS Thames Valley ICB, practices have been advised to use both digital and non-digital communication methods.
The ICB says telephone and face-to-face access have remained available throughout for all patients, including older people, disabled people, carers, people with limited digital skills and those whose first language is not English. Interpretation services and other existing support arrangements also remain available.
Has this caused increased pressure on GP practices?
NHS Thames Valley ICB says it continues to monitor the situation and maintain regular contact with affected practices.
According to the ICB, no exceptional pressure on telephone systems or reception teams has been reported as a result of the disruption to date.
Will the affected websites be restored?
No. NHS Thames Valley ICB says NHS England has confirmed that Silicon Practice's Foundation and FootFall services will not be restored. The ICB says affected practices are therefore putting replacement arrangements in place.
What lessons will be learned?
According to NHS Thames Valley ICB, once replacement arrangements have been fully implemented, a review will be undertaken to identify and share learning across the wider health system.
The ICB says the incident has highlighted the importance of resilience, business continuity planning and clear communication with patients when digital systems are disrupted.
What should patients do if they need to contact their GP practice?
The ICB advises patients to contact their GP practice by telephone, visit the surgery in person, or use any alternative online routes that their practice has made available. Practices will continue to provide updates while replacement arrangements are introduced.
Healthwatch's perspective
Healthwatch recognises the importance of clear communication and accessible alternatives when digital services are disrupted. We welcome the steps taken to keep patients informed and will continue to listen to local people's experiences to understand whether there has been any impact on access to GP services.
Have you been affected?
We would like to hear from local people about their experiences.
Have you been impacted by the disruption to your GP practice's website or online services? Were you able to access the information, support or appointments you needed?
Please share your experience with Healthwatch Reading. Your feedback helps us understand the impact on patients and raise any concerns with local health and care services, including Thames Valley ICB.
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