Building better websites
We wanted to understand your thoughts about what makes a reliable and trustworthy website. We asked you to complete our survey to share your ideas about what makes a good website.
Building better websites
The NHS in Kent and Medway wants to support our residents to find out about health and care services and to get involved in making these services as good as they can be.
We are developing a new website to make it easier for you to find the right NHS services for you and your family. The website will also provide a space to give us your views and to get involved in improving health and care services.
What we did
In July 2025 we carried out in‑person website testing sessions to understand how easy it is for people to use the Kent and Medway Integrated Care System (ICS) website. Four sessions took place in community locations across Kent, with 20 volunteers taking part. People used their own devices, mostly mobile phones, and were asked to find information they might need in everyday situations, such as urgent care options or mental health support. The sessions were designed to reflect how members of the public actually search for health and care information online.
What we heard
People told us that the website was hard to use, particularly on mobile devices. Many struggled to find information quickly, found the search function frustrating, and said the language felt too corporate and unclear. The branding caused confusion, with some people unsure whether the site was official NHS information, which affected trust. Overall, people said they want a clear, simple website that feels recognisably NHS‑led and helps them find local services quickly, without needing to understand NHS structures or jargon
What happens next
We are used this feedback to make improvements as we moved to a new website provider. Changes include clearer NHS branding, simpler navigation, cleaner page layouts, and improvements to search so results are more relevant and easier to filter. We also reduced overly corporate language and made pages clearer about what information people will find. Some content changes will take longer and require input from other teams, but these will be reviewed over time. We will continue to test the website with users to make sure the changes genuinely improve people's experience.
Thank you to everyone involved!
You can read the report here: Website user testing analysis [docx]
NHS websites
Who's listening
Louise Webster
Senior Communications and Engagement Project Officer
NHS Kent and Medway