Patients in West Norfolk have come up with a list of digital demands for doctors and their practices to improve the way they get care.
New NHS plans promising more digital care coupled with the impact of the Covid-19 pandemic means the use of websites and phone apps has become even more of an important way for people to keep in touch.
Healthwatch Norfolk was asked to investigate what is currently used and get some feedback on how effective different phone apps and GP websites are for both patients and the staff who treat them.
This was done through a mix of online surveys, taking patients through different scenarios, focus groups with people who use assistive technology like text-to-speech readers, and one-to-one interviews by phone and Teams.
The key findings were:
One clear, concise, accessible, and jargon-free document should be created listing the types of digital tools available, how to get them, and where you can get support to use them.
Publicise the availability of these apps on both social media and in advertising campaigns making it clear patients have the choice between face-to-face or digital.
Make sure healthcare staff have the training and information they need to help patients pursue a digital option.
Improve the language and navigation of the Footfall system, which is used for many GP websites, make sure it is optimised for assistive technology on smartphones, ensure important messages and Covid-19-related news banners are less intrusive, create a user guide for it, and make sure the news/information on it is up-to-date and relevant.
More publicity is needed around the NHS app, and other apps called Airmid and Patient Access.
Encourage the use of video consultations when relevant, as well as clear pre-appointment instructions.
Alex Stewart, chief executive of Healthwatch Norfolk, said: “The use of digital tools was accelerated during the pandemic to access GP practices. Patients adapted to using them with many finding them an efficient and effective way to access appointments and information.
“Having said that, lots of patients told us they were not aware of the different options that were available, and they would like more information about them, as well as help using them.
“While there is a need for more information and use about these digital options, patients were also concerned this should not be matched by a reduction in face-to-face appointments and we would echo the view that digital access is an extra service rather than a replacement for traditional appointments and interactions.”
See more about the report below