The CSU’s Communications and Engagement team successfully delivered a new website for the NHS Calculating Quality Reporting Service (CQRS). CQRS is an NHS England funded programme managed by the CSU Collaborative, a partnership of commissioning support units (CSUs).

Background

CQRS helps primary care providers, such as general practices and primary care networks, claim money for the health services they have delivered. CQRS is an approval, reporting and payment calculation system used by commissioners and primary care providers. It helps practices to track, monitor and declare achievement for the Quality and Outcome Framework (QOF), Directed Enhanced Services (DES), and Vaccination and Immunisation services. It is also used by commissioners to manage Local Incentive Schemes which are based on local needs.

The service required a new website to address user feedback and better serve its audiences.

Action

A discovery stage was conducted which involved desktop analysis and user-centric assessments including a survey, online ideas wall and semi-structured interviews. The results from this research highlighted the need to upgrade the CQRS website to improve signposting and simplify the digital pathway.

Working closely with the CSU Collaborative and NHS England, areas for improvement were identified and key priorities included:

• enhancing the user experience with clear navigation and signposting
• ensuring the site was more task oriented to address user needs
• incorporating training materials which were hosted on a different platform
• providing more accessible information about the NHS Services available on CQRS
• improving site accessibility.

During build, the website was tested and refined to meet the client’s objectives, including testing phases with key stakeholders.

The team employed a six-stage approach, including a review of existing content and creating new content using a dedicated site mapping tool. Yoast SEO integration enhanced search engine optimisation (SEO) for page content and performance, and the website was designed to adhere to the latest WCAG 2.2 accessibility standards to ensure inclusivity.

Impact

Launched in January 2025, the new website delivers an improved, NHS-aligned design that enhances user experience. Key improvements include:

• Better navigation: a task-oriented structure that aligns with user needs and offers clearer signposting.
• Integrated training resources: all CQRS training materials are available in one platform with filters and tags to aid search.
• Enhanced NHS service information: improved access to content through filters and tags making it easier for users to find information.
• Improved accessibility: using the NHS Nightingale template ensures the website is built using NHS styling and meets WCAG 2.2 standards.

Feedback

“The new website is part of NHS England’s ongoing efforts to enhance the support for general practices and commissioners by reducing administrative burden. We’re delighted with the refreshed website which promotes the benefits of CQRS. The website development team worked closely with users to ensure the new website contains the information they need to understand more about CQRS and how the system can support reporting and payments within primary care.”

Deborah Matson-Beale, Head of GP Payments for CQRS Local on behalf of the CSU Collaborative.

For more information

Visit the CQRS website.

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