{
  "report_version": "0.3",
  "practice": {
    "ods_code": "Y02960",
    "practice_name": "New Bank Health",
    "display_name": "New Bank Health Centre",
    "website_url": "https://newbank.nhs.uk/",
    "website_identity": "standalone practice domain",
    "nhs_profile_url": "https://www.nhs.uk/services/gp-surgery/new-bank-health/Y02960",
    "telephone": "0161 277 5600",
    "postcode": "M12 4JE",
    "registered_patient_count": 6419,
    "google_review_score": 1.9,
    "google_review_count": 163
  },
  "investigation": {
    "collected_at": "2026-03-13",
    "method": "manual browser-driven review in Firefox from the homepage as a logged-out patient, with direct follow-up on surfaced routes and form entry pages",
    "manual_browser_mode": "headful Firefox using a disposable copy of the local profile"
  },
  "headline": "New Bank still looks like a transition case, but the patient-task picture is now clearer. The homepage says all requests go through PATCHS from 1 October 2025, the appointments page still tells NHS App users to continue to the Accurx system, local Silicon Practice forms still render on the practice domain, and repeat-prescription and other admin routes remain available as separate local forms.",
  "subjective_scores": {
    "scored_on": "2026-03-13",
    "scale": "1_to_5_higher_is_better",
    "front_door_clarity": 2,
    "digital_task_coverage": 4,
    "journey_ease": 2,
    "trust_and_maintenance": 2,
    "complaints_and_fallbacks": 3,
    "overall_patient_usability": 2,
    "summary": "There is plenty of digital surface area, but the transition-state overlap between PATCHS, Accurx and legacy forms makes the experience hard to trust."
  },
  "website_stack": {
    "observed_on": "2026-03-13",
    "items": [
      {
        "status": "live",
        "label": "Public website stack",
        "platform": "WordPress with NHS UK theme and Silicon Practice elements",
        "evidence": [
          "The public site runs on the standalone newbank.nhs.uk domain.",
          "Live local form routes still exist under /form/ and /online-forms/."
        ]
      },
      {
        "status": "live",
        "label": "Current promoted request platform",
        "platform": "PATCHS",
        "evidence": [
          "The homepage and appointments page say that from 1 October 2025 all requests made by phone, in person or online will go through Patchs Health.",
          "The appointments page links to https://patchs.ai/newbankmedicalpractice/login?."
        ]
      },
      {
        "status": "stale_or_conflicting",
        "label": "Older app-mediated wording still on the site",
        "platform": "Accurx",
        "evidence": [
          "The appointments page still tells NHS App users to select continue to the Accurx system.",
          "That conflicts with the same page's PATCHS-first wording."
        ]
      },
      {
        "status": "live",
        "label": "Legacy local forms still available",
        "platform": "Silicon Practice style local forms on the practice domain",
        "evidence": [
          "The old medical-help form at /form/get-help-for-any-health-problem/ still renders live.",
          "The prescriptions page still points to local repeat-prescription, prescription-question and pharmacy-nomination forms."
        ]
      }
    ]
  },
  "discovered_paths": [
    {
      "discovered_on": "2026-03-13",
      "task": "routine medical request",
      "label": "Appointments page from homepage",
      "steps_from_home": 1,
      "url": "https://newbank.nhs.uk/appointments/"
    },
    {
      "discovered_on": "2026-03-13",
      "task": "routine medical request",
      "label": "Direct PATCHS route from appointments page",
      "steps_from_home": 2,
      "url": "https://patchs.ai/newbankmedicalpractice/login?"
    },
    {
      "discovered_on": "2026-03-13",
      "task": "routine medical request",
      "label": "Legacy local medical-help form",
      "steps_from_home": 2,
      "url": "https://newbank.nhs.uk/form/get-help-for-any-health-problem/"
    },
    {
      "discovered_on": "2026-03-13",
      "task": "repeat prescription",
      "label": "Prescriptions page from homepage",
      "steps_from_home": 1,
      "url": "https://newbank.nhs.uk/prescriptions/"
    },
    {
      "discovered_on": "2026-03-13",
      "task": "repeat prescription",
      "label": "Local repeat-prescription form",
      "steps_from_home": 2,
      "url": "https://newbank.nhs.uk/online-forms/repeat-prescription-request/"
    },
    {
      "discovered_on": "2026-03-13",
      "task": "complaint",
      "label": "Complaints page from homepage",
      "steps_from_home": 1,
      "url": "https://newbank.nhs.uk/surgery-information/feedback-and-complaints/"
    }
  ],
  "basic_runtime_checks": {
    "checked_on": "2026-03-13",
    "method": "headless Firefox top-level route probe using a copied local profile",
    "checks": [
      {
        "label": "homepage",
        "url": "https://newbank.nhs.uk/",
        "final_url": "https://newbank.nhs.uk/",
        "status": "live",
        "title": "New Bank Health Centre – NHS GP Surgery in Manchester",
        "load_ms": 798.9
      },
      {
        "label": "appointments",
        "url": "https://newbank.nhs.uk/appointments/",
        "final_url": "https://newbank.nhs.uk/appointments/",
        "status": "live",
        "title": "Appointments – New Bank Health Centre",
        "load_ms": 404.9
      },
      {
        "label": "legacy_medical_help",
        "url": "https://newbank.nhs.uk/form/get-help-for-any-health-problem/",
        "final_url": "https://newbank.nhs.uk/form/get-help-for-any-health-problem/",
        "status": "live",
        "title": "Get help for any health problem – New Bank Health Centre",
        "load_ms": 477.3
      },
      {
        "label": "prescriptions",
        "url": "https://newbank.nhs.uk/prescriptions/",
        "final_url": "https://newbank.nhs.uk/prescriptions/",
        "status": "live",
        "title": "Prescriptions – New Bank Health Centre",
        "load_ms": 316.0
      },
      {
        "label": "complaints",
        "url": "https://newbank.nhs.uk/surgery-information/feedback-and-complaints/",
        "final_url": "https://newbank.nhs.uk/surgery-information/policies/feedback-and-complaints/",
        "status": "live",
        "title": "Feedback and complaints – New Bank Health Centre",
        "load_ms": 365.1
      },
      {
        "label": "patchs",
        "url": "https://patchs.ai/newbankmedicalpractice/login?",
        "final_url": "https://patchs.ai/newbankmedicalpractice/login?",
        "status": "live",
        "title": "PATCHS",
        "load_ms": 1460.7
      }
    ]
  },
  "task_checks": [
    {
      "task": "urgent same-day help",
      "checked_on": "2026-03-13",
      "route_found": true,
      "first_actionable_page": "https://newbank.nhs.uk/appointments/",
      "steps_from_home": 1,
      "user_visible_interactions": 1,
      "observed_workflow": [
        "The appointments page says all requests go through PATCHS.",
        "It also says phone requests remain possible and that home visits should be phoned in before 10am.",
        "Urgent medical issues outside normal hours are not clearly handled on the appointments page during this pass."
      ],
      "friction": [
        "The page gives mixed supplier instructions by promoting PATCHS while still telling NHS App users to continue to Accurx.",
        "A patient has to interpret whether urgent same-day help should go to PATCHS, phone, or NHS App."
      ]
    },
    {
      "task": "routine medical request or appointment",
      "checked_on": "2026-03-13",
      "route_found": true,
      "first_actionable_page": "https://patchs.ai/newbankmedicalpractice/login?",
      "steps_from_home": 2,
      "user_visible_interactions": 2,
      "observed_workflow": [
        "Homepage to Appointments is one click.",
        "Appointments to the direct PATCHS route is another click.",
        "The site says patients should have received a text message with a registration link for PATCHS."
      ],
      "gating_or_preconditions": [
        "Probable registration or login barrier on the PATCHS route.",
        "The site frames PATCHS account setup as something patients may need before go-live."
      ],
      "friction": [
        "Supplier overlap on the same page increases cognitive load.",
        "The user has to choose between NHS App wording, PATCHS wording and phone wording."
      ]
    },
    {
      "task": "legacy medical-help form still exposed",
      "checked_on": "2026-03-13",
      "route_found": true,
      "first_actionable_page": "https://newbank.nhs.uk/form/get-help-for-any-health-problem/",
      "steps_from_home": 2,
      "user_visible_interactions": 2,
      "initial_inputs_observed": [
        "Who are you completing this form for?",
        "First name",
        "Last name",
        "Date of birth",
        "Sex",
        "Postcode",
        "Phone number",
        "Email address",
        "Please tell us about the problem"
      ],
      "friction": [
        "This is a relatively high first-step data burden before the patient can explain the problem in context.",
        "The coexistence of this local form with PATCHS muddies which route is current."
      ]
    },
    {
      "task": "repeat prescription",
      "checked_on": "2026-03-13",
      "route_found": true,
      "first_actionable_page": "https://newbank.nhs.uk/prescriptions/",
      "steps_from_home": 1,
      "user_visible_interactions": 1,
      "observed_workflow": [
        "The prescriptions page says the easiest route is the NHS account or NHS App.",
        "It also exposes local forms for repeat-prescription requests, prescription questions and pharmacy nomination.",
        "The page says prescriptions are ready after 2 working days unless a doctor needs to see the patient."
      ],
      "friction": [
        "Prescriptions are not fully consolidated into the PATCHS story.",
        "The page still depends on several separate local forms for different prescription-related tasks."
      ]
    },
    {
      "task": "complaint or formal negative feedback",
      "checked_on": "2026-03-13",
      "route_found": true,
      "first_actionable_page": "https://newbank.nhs.uk/surgery-information/feedback-and-complaints/",
      "steps_from_home": 1,
      "user_visible_interactions": 1,
      "observed_workflow": [
        "The homepage exposes Feedback and complaints directly.",
        "The page title is Feedback and complaints and it shows a Complaints procedure heading."
      ],
      "friction": [
        "The page still sits under the wider transition banner and does not look especially prominent compared with the request-system messaging."
      ]
    }
  ],
  "encountered_issues": [
    {
      "encountered_on": "2026-03-13",
      "issue_type": "conflicting_platform_guidance",
      "details": "Appointments page says all requests go through PATCHS but still tells NHS App users to continue to the Accurx system."
    },
    {
      "encountered_on": "2026-03-13",
      "issue_type": "legacy_route_still_live",
      "details": "The old local medical-help form remains live on the practice domain despite the site's PATCHS-first transition messaging."
    },
    {
      "encountered_on": "2026-03-13",
      "issue_type": "fragmented_admin_routes",
      "details": "Prescription-related tasks are split across several separate local forms rather than a single consistent front door."
    }
  ],
  "analyst_notes": {
    "probably_true": [
      "New Bank is still in a mixed-transition state rather than having a clean single access pattern.",
      "The main patient burden is not just multiple suppliers; it is multiple overlapping routes with different implied currentness."
    ],
    "needs_follow_up": [
      "Check the direct PATCHS route out of hours to see whether it stays available, queues the request, or visibly closes.",
      "Check whether the complaints page content itself is stale beyond its title and heading.",
      "Test whether the local legacy forms still submit or only render."
    ]
  },
  "source_pages": [
    "https://newbank.nhs.uk/",
    "https://newbank.nhs.uk/appointments/",
    "https://newbank.nhs.uk/form/get-help-for-any-health-problem/",
    "https://newbank.nhs.uk/prescriptions/",
    "https://newbank.nhs.uk/surgery-information/feedback-and-complaints/",
    "https://newbank.nhs.uk/news/patchs/",
    "https://newbank.nhs.uk/online-forms/",
    "https://patchs.ai/newbankmedicalpractice/login?"
  ]
}