Digital Healthcare Access and System Complexity in Devon

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Summary of report content

Healthwatch Devon, Plymouth and Torbay analysed their feedback on digital services.  They looked at 1,221 pieces of feedback.

While digital services are widely used, patients often experience complexity across GP online triage systems, messaging processes and multiple hospital portals. Where systems are inconsistent or unclear, digital routes can increase rather than reduce effort. The analysis highlights several consistent patterns: 

  • Digital use is established at scale, with over 60% of Devon patients registered for the NHS App and more than 64 million login events.
  • Digital healthcare operates as a layered landscape, where patients may interact with the NHS App, GP triage systems and hospital portals simultaneously.
  • Digital burden varies significantly between localities, particularly where care crosses Trust boundaries or multiple portals operate in parallel.
  • Patient feedback most frequently highlights friction in GP online triage systems, including delays after submitting forms and uncertainty about what happens next.

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General details

Local Healthwatch
Healthwatch Devon
Healthwatch Plymouth
Healthwatch Torbay
Publication date
Date evidence capture began
Date evidence capture finished
Key themes
Access to services
Communication with patients; treatment explanation; verbal advice
Follow-on treatment and continuity of care
Integration of services and communication between professionals
Remote appointments and digital services

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
General feedback
If an Enter and View methodology was applied, was the visit announced or unannounced?
N/A

Details of health and care services included in the report

Details of health and care services included in the report
General Practice (GP)

Details of people who shared their views

Number of people who shared their views
1,221
Seldom heard groups
People who are geographically isolated
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