{ "report_version": "0.3", "practice": { "ods_code": "P87015", "practice_name": "Pendleton Medical Centre", "display_name": "Pendleton Medical Centre", "website_url": "https://pendletonmedicalcentre.nhs.uk/", "website_identity": "standalone practice domain", "nhs_profile_url": "https://www.nhs.uk/services/gp-surgery/pendleton-medical-centre/P87015", "telephone": "0161 983 0410", "postcode": "M6 5FX", "registered_patient_count": 8754, "google_review_score": 4.8, "google_review_count": 629 }, "investigation": { "collected_at": "2026-03-13", "method": "practice-specific exploratory review using NHS profile confirmation plus interactive browser-style navigation through the homepage, appointments, online-services, prescriptions, admin, and complaints routes", "website_confirmation": "The NHS profile for P87015 points to pendletonmedicalcentre.nhs.uk, which resolves to a live standalone public practice site." }, "headline": "Pendleton Medical Centre presents one of the clearest digital front doors seen so far. It uses a standalone Silicon Practice site with a large online-forms hub, clearly separates no-account local forms from NHS account or myGP tasks, gives response-time promises on several routes, and exposes direct online forms for urgent medical help, nurse or healthcare assistant appointments, prescriptions, fit notes, test results, admin contact and feedback.", "subjective_scores": { "scored_on": "2026-03-13", "scale": "1_to_5_higher_is_better", "front_door_clarity": 4, "digital_task_coverage": 5, "journey_ease": 3, "trust_and_maintenance": 4, "complaints_and_fallbacks": 4, "overall_patient_usability": 4, "summary": "One of the strongest digital-access cases reviewed so far, though some useful routes are buried and routine GP access still leans on the phone." }, "website_stack": { "observed_on": "2026-03-13", "items": [ { "status": "live", "label": "Public website stack", "platform": "WordPress with NHS UK frontend theme and Silicon Practice form layer", "evidence": [ "The live site runs on the standalone pendletonmedicalcentre.nhs.uk domain.", "The HTML exposes WordPress, nhsuk frontend theme assets, Silicon Practice plugin assets, and a footer credit of © Silicon Practice." ] }, { "status": "live", "label": "No-account request layer", "platform": "Local Silicon Practice online forms", "evidence": [ "The site exposes a broad online-forms hub for appointments, sick notes, test results, contact, reception questions, referrals, feedback and health reviews.", "The managing-your-health-online page explicitly says patients do not need an account to use these website forms." ] }, { "status": "live", "label": "Account-linked services", "platform": "NHS account and myGP", "evidence": [ "The site directs patients to NHS account or myGP for ordering repeat prescriptions, viewing test results, accessing records and checking or cancelling appointments.", "The nurse or healthcare assistant form also mentions booking blood tests directly through the NHS App or myGP." ] } ] }, "discovered_paths": [ { "discovered_on": "2026-03-13", "task": "urgent medical help", "label": "Appointments page from homepage navigation", "steps_from_home": 1, "url": "https://pendletonmedicalcentre.nhs.uk/appointments/" }, { "discovered_on": "2026-03-13", "task": "urgent medical help", "label": "Urgent medical-help explainer from appointments page", "steps_from_home": 2, "url": "https://pendletonmedicalcentre.nhs.uk/services/managing-your-health-online/online-forms/get-help-for-any-health-problem/" }, { "discovered_on": "2026-03-13", "task": "urgent medical help", "label": "Urgent medical-help form", "steps_from_home": 3, "url": "https://pendletonmedicalcentre.nhs.uk/form/get-help-for-any-health-problem/" }, { "discovered_on": "2026-03-13", "task": "routine nurse or healthcare assistant appointment", "label": "Routine nurse or HCA form", "steps_from_home": 3, "url": "https://pendletonmedicalcentre.nhs.uk/form/request-an-appointment-with-a-nurse-or-hca/" }, { "discovered_on": "2026-03-13", "task": "online admin and service requests", "label": "Online forms hub", "steps_from_home": 3, "url": "https://pendletonmedicalcentre.nhs.uk/services/managing-your-health-online/online-forms/" }, { "discovered_on": "2026-03-13", "task": "repeat prescription", "label": "Repeat prescription request form", "steps_from_home": 3, "url": "https://pendletonmedicalcentre.nhs.uk/form/request-a-repeat-prescription/" }, { "discovered_on": "2026-03-13", "task": "complaint", "label": "Feedback and complaints page from homepage navigation", "steps_from_home": 1, "url": "https://pendletonmedicalcentre.nhs.uk/surgery-information/feedback-and-complaints/" } ], "basic_runtime_checks": { "checked_on": "2026-03-13", "method": "browser-like HTTP fetch with desktop user agent against key top-level routes", "checks": [ { "label": "homepage", "url": "https://pendletonmedicalcentre.nhs.uk/", "final_url": "https://pendletonmedicalcentre.nhs.uk/", "status": "live", "title": "Pendleton Medical Centre – NHS GP Surgery in Salford", "load_ms": 220.2 }, { "label": "appointments", "url": "https://pendletonmedicalcentre.nhs.uk/appointments/", "final_url": "https://pendletonmedicalcentre.nhs.uk/appointments/", "status": "live", "title": "Appointments – Pendleton Medical Centre", "load_ms": 138.4 }, { "label": "urgent_form_intro", "url": "https://pendletonmedicalcentre.nhs.uk/services/managing-your-health-online/online-forms/get-help-for-any-health-problem/", "final_url": "https://pendletonmedicalcentre.nhs.uk/services/managing-your-health-online/online-forms/get-help-for-any-health-problem/", "status": "live", "title": "Get help for any health problem – Pendleton Medical Centre", "load_ms": 262.3 }, { "label": "prescriptions", "url": "https://pendletonmedicalcentre.nhs.uk/prescriptions/", "final_url": "https://pendletonmedicalcentre.nhs.uk/prescriptions/", "status": "live", "title": "Prescriptions – Pendleton Medical Centre", "load_ms": 147.1 }, { "label": "complaints", "url": "https://pendletonmedicalcentre.nhs.uk/surgery-information/feedback-and-complaints/", "final_url": "https://pendletonmedicalcentre.nhs.uk/surgery-information/feedback-and-complaints/", "status": "live", "title": "Feedback and complaints – Pendleton Medical Centre", "load_ms": 158.6 }, { "label": "online_forms_hub", "url": "https://pendletonmedicalcentre.nhs.uk/services/managing-your-health-online/online-forms/", "final_url": "https://pendletonmedicalcentre.nhs.uk/services/managing-your-health-online/online-forms/", "status": "live", "title": "Online forms – Pendleton Medical Centre", "load_ms": 161.1 } ] }, "task_checks": [ { "task": "urgent same-day help", "checked_on": "2026-03-13", "route_found": true, "first_actionable_page": "https://pendletonmedicalcentre.nhs.uk/form/get-help-for-any-health-problem/", "steps_from_home": 3, "user_visible_interactions": 3, "observed_workflow": [ "Homepage to Appointments is one click.", "Appointments links to the get-help explainer for urgent appointments today or tomorrow.", "The appointments page says online requests will be responded to within 24 hours.", "The live form asks for the problem, timing, preferred help mode, urgency, SMS consent and whether a specific staff member is preferred." ], "initial_inputs_observed": [ "Please tell us about the problem", "How long has this been a problem?", "What are the concerns?", "How would you like us to deal with the problem?", "How quickly do you think the problem needs to be dealt with?", "Text message consent for appointment times" ], "friction": [ "The route is digital and live, but patients still pass through an explainer page before the actual form.", "The terms say the practice will not deal with the problem while the practice is closed, so visible out-of-hours access may not mean active handling." ] }, { "task": "routine nurse or healthcare assistant appointment", "checked_on": "2026-03-13", "route_found": true, "first_actionable_page": "https://pendletonmedicalcentre.nhs.uk/form/request-an-appointment-with-a-nurse-or-hca/", "steps_from_home": 3, "user_visible_interactions": 3, "observed_workflow": [ "The appointments page says patients can use a nurse or healthcare assistant appointment request form for routine help.", "The explainer promises a response within 4 working hours during opening times.", "The live form offers specific appointment categories such as flu vaccine, blood test, cervical screening, asthma review and other." ], "initial_inputs_observed": [ "Appointment required", "Preferred date and preferred time for vaccination where relevant", "Whether the patient knows when the appointment is due", "Availability over the next three weeks", "Email-check confirmation for secure messages" ], "friction": [ "This is a strong structured route for nurse and HCA work, but the appointments page still leaves routine GP appointments more phone-dependent.", "Patients must interpret whether their need belongs in the urgent medical-help form, the nurse or HCA route, or a phone call." ] }, { "task": "repeat prescription", "checked_on": "2026-03-13", "route_found": true, "first_actionable_page": "https://pendletonmedicalcentre.nhs.uk/form/request-a-repeat-prescription/", "steps_from_home": 3, "user_visible_interactions": 3, "observed_workflow": [ "The prescriptions page clearly separates NHS account, myGP and a local repeat-prescription form.", "The site says prescriptions are usually ready after 2 working days.", "The live form asks for medication item description, strength, quantity and an acknowledgement that the patient has nominated a pharmacy." ], "initial_inputs_observed": [ "Medication item description", "Strength", "Quantity", "Additional comments", "Confirmation that a pharmacy has been nominated" ], "friction": [ "The route is clear, but there are multiple parallel prescription channels and patients still need to understand nomination rules.", "Patients may need a separate nominate-a-pharmacy form if they have not already set that up." ] }, { "task": "admin query", "checked_on": "2026-03-13", "route_found": true, "first_actionable_page": "https://pendletonmedicalcentre.nhs.uk/form/contact-the-practice/", "steps_from_home": 5, "user_visible_interactions": 5, "observed_workflow": [ "The contact page points patients to Start using online services.", "The managing-your-health-online page says no account is needed for website forms and links to the online-forms hub.", "The hub exposes separate routes for Contact the practice, Ask the practice a question, Ask reception a question, fit notes, test results, referral questions and change-of-details requests.", "The live Contact the practice form warns not to use it for clinical enquiries and says replies may take up to 2 working days." ], "initial_inputs_observed": [ "Named GP if known", "Message", "Confirmation that the enquiry is not urgent" ], "friction": [ "This is a rich admin layer, but it is buried deeper than appointments or prescriptions.", "Patients have to choose between several similarly named admin routes before reaching a live form." ] }, { "task": "complaint or formal negative feedback", "checked_on": "2026-03-13", "route_found": true, "first_actionable_page": "https://pendletonmedicalcentre.nhs.uk/surgery-information/feedback-and-complaints/", "steps_from_home": 1, "user_visible_interactions": 1, "observed_workflow": [ "The complaints page is directly reachable from the homepage navigation.", "It offers separate routes for a feedback form, Friends and Family Test, NHS website review and phone feedback.", "It also includes a formal complaints section with the practice postal address and a 12-month complaints window." ], "friction": [ "Formal complaints still depend on writing to the practice rather than a dedicated complaints form.", "The complaints wording is more formal and process-heavy than the rest of the site." ] } ], "replay_hints": [ { "task": "urgent medical help", "start_url": "https://pendletonmedicalcentre.nhs.uk/", "visible_next_step": "Appointments -> Get help for any health problem -> Start now and confirm you have none of these", "expected_destination": "https://pendletonmedicalcentre.nhs.uk/form/get-help-for-any-health-problem/" }, { "task": "routine nurse or healthcare assistant appointment", "start_url": "https://pendletonmedicalcentre.nhs.uk/", "visible_next_step": "Appointments -> Request an appointment with a nurse or healthcare assistant -> Start now and confirm you have none of these", "expected_destination": "https://pendletonmedicalcentre.nhs.uk/form/request-an-appointment-with-a-nurse-or-hca/" }, { "task": "repeat prescription", "start_url": "https://pendletonmedicalcentre.nhs.uk/", "visible_next_step": "Prescriptions -> repeat prescriptions request -> Start now", "expected_destination": "https://pendletonmedicalcentre.nhs.uk/form/request-a-repeat-prescription/" }, { "task": "admin query", "start_url": "https://pendletonmedicalcentre.nhs.uk/", "visible_next_step": "Contact us -> Start using online services -> Contact us online -> Contact the practice -> Start now", "expected_destination": "https://pendletonmedicalcentre.nhs.uk/form/contact-the-practice/" }, { "task": "complaint", "start_url": "https://pendletonmedicalcentre.nhs.uk/", "visible_next_step": "Feedback and complaints", "expected_destination": "https://pendletonmedicalcentre.nhs.uk/surgery-information/feedback-and-complaints/" } ], "encountered_issues": [ { "encountered_on": "2026-03-13", "issue_type": "buried_admin_routes", "details": "The site has a strong no-account admin form layer, but it is tucked behind Contact us -> managing your health online -> online forms rather than surfaced directly from the homepage." }, { "encountered_on": "2026-03-13", "issue_type": "routine_gp_access_still_phone_leaning", "details": "The appointments page gives a clear online route for urgent medical help and for nurse or healthcare assistant work, but routine GP appointments in advance are still framed mainly around calling the practice." }, { "encountered_on": "2026-03-13", "issue_type": "visible_out_of_hours_but_response_bound_to_opening_times", "details": "Several forms are reachable out of hours, but response promises and at least one medical-help term explicitly bind handling to opening times or the practice being open." } ], "analyst_notes": { "probably_true": [ "Pendleton is a genuinely stronger digital-access case than the GTD practices reviewed so far because it offers more task-specific routes, clearer separation of account and no-account workflows, and less supplier confusion.", "The site still expects patients to make choices between multiple routes, but it explains those choices better than the messier mixed-platform sites." ], "needs_follow_up": [ "Check whether the forms remain submittable out of hours or only render while deferring action until opening time.", "Check whether similar standalone Silicon Practice sites in the wider pool expose the same deep online-forms hub pattern." ] }, "source_pages": [ "https://www.nhs.uk/services/gp-surgery/pendleton-medical-centre/P87015", "https://pendletonmedicalcentre.nhs.uk/", "https://pendletonmedicalcentre.nhs.uk/appointments/", "https://pendletonmedicalcentre.nhs.uk/prescriptions/", "https://pendletonmedicalcentre.nhs.uk/contact-us/", "https://pendletonmedicalcentre.nhs.uk/services/managing-your-health-online/", "https://pendletonmedicalcentre.nhs.uk/services/managing-your-health-online/online-forms/", "https://pendletonmedicalcentre.nhs.uk/services/managing-your-health-online/online-forms/get-help-for-any-health-problem/", "https://pendletonmedicalcentre.nhs.uk/form/get-help-for-any-health-problem/", "https://pendletonmedicalcentre.nhs.uk/services/managing-your-health-online/online-forms/request-an-appointment-with-a-nurse-or-healthcare-assistant/", "https://pendletonmedicalcentre.nhs.uk/form/request-an-appointment-with-a-nurse-or-hca/", "https://pendletonmedicalcentre.nhs.uk/services/managing-your-health-online/online-forms/contact-the-practice/", "https://pendletonmedicalcentre.nhs.uk/form/contact-the-practice/", "https://pendletonmedicalcentre.nhs.uk/services/managing-your-health-online/online-forms/repeat-prescription-request/", "https://pendletonmedicalcentre.nhs.uk/form/request-a-repeat-prescription/", "https://pendletonmedicalcentre.nhs.uk/surgery-information/feedback-and-complaints/" ] }