NHS online consultation

Healthwatch Southend undertook research to inform its response to the DHSC consultation on the proposed online hospital trust.  58 people responded to its survey.

Survey results indicate that there is overall public support for the idea of NHS Online, with a majority of respondents saying they would be likely or very likely to use the service. People who had previously used online NHS services were more open to using an online hospital, and common perceived benefits included avoiding travel, feeling more relaxed at home, and having appointment times that fit better with daily life.

However, willingness to use NHS Online varied by demographic group. Men, older respondents, and those who reported difficulties accessing information were generally less likely to say they would use the service. Respondents aged under 65 and those without access barriers were notably more positive. Gender differences were also observed in the type of information people felt they needed before choosing an online appointment.

Across all groups, respondents consistently highlighted the importance of reassurance before using NHS Online. Key concerns included data security, confidentiality, patient safety, consultant expertise, waiting times, risks of missed diagnoses, what would happen if treatment or surgery were needed, and whether support such as interpreters or sign‑language services would be available. Many respondents emphasised the need for clear information to support informed choice.

The report includes free‑text comments that reflect both positive and negative experiences of virtual appointments. Positive feedback focused on convenience, reduced travel, and improved access for people with mobility issues or long‑term conditions. Negative comments raised concerns about delayed calls, communication difficulties, lack of physical examination, and the belief that complex conditions may not be suitable for online consultations.

The survey also highlights digital access considerations. Most respondents owned internet‑enabled devices and had regular internet access, but the findings acknowledge that the online nature of the survey means it underrepresents people with limited digital skills or access, those with lower English fluency, and individuals less familiar with NHS digital services.

The report concludes that there is general support for NHS Online, particularly for follow‑up care and situations where travel can be avoided. At the same time, it stresses that patient choice must be protected and that clear, accessible information will be essential to build trust and confidence in the service. Healthwatch Southend recommends that the Department of Health and Social Care use the findings to shape the NHS Online operating model, develop effective public information campaigns, improve digital skills support, and ensure that patients remain empowered to choose the most appropriate form of care for their needs.