Parkhouse Surgery, Prestatyn

The brief

Parkhouse needed a website that worked equally well for a 70-year-old patient looking for the surgery's opening hours and a 25-year-old patient trying to book online. The old site failed both — too dense for the older cohort, too dated for the younger one. The brief was clear: keep it simple, make it compliant, and respect that half the patient list reads Welsh first.

The problem

• NHS England benchmarking score: 62% — failing on signposting, transparency, and online services routing.
• No genuine Welsh-language version — a Google Translate widget that hallucinated medical terms.
• Accessibility violations on every page — contrast, focus states, alt text missing.
• No clear route to the NHS App, the prescription form, or the urgent care guidance.
• Patient-facing copy that, in places, was clinically inaccurate.

The approach

We rebuilt the site from the patient's journey backwards. Three primary tasks — book a routine appointment, request a prescription, get urgent help — were given pride of place on the homepage. Every page was written and reviewed by working clinicians on our team. Welsh content was professionally translated, not auto-generated, and signed off by a Welsh-speaking clinician.

Accessibility wasn't bolted on — it was a design constraint from day one. Colour contrast, focus rings, semantic HTML, ARIA landmarks, large tap targets, keyboard-only navigation testing on every page. The page-weight budget was kept tight so the site loads quickly on rural 4G.

The result

• NHS benchmarking score 100%.
• Full WCAG 2.2 AA conformance verified by manual and automated audit.
• Welsh-language version aligned to Welsh Language Standards.
• Mobile Core Web Vitals all in "good" range.
• Practice-manager feedback: "I haven't had a complaint about the website in six months. That hasn't been true for a long time."