Bringing Care Online

Healthwatch Kent and Healthwatch Medway present a review of people’s experiences of digital health and care services across Kent and Medway. It draws on existing feedback collected between 2023 and the end of 2025 to inform the development of the proposed NHS Online Trust, which is part of the NHS move from analogue to digital care.

The research did not involve new engagement but instead analysed existing evidence from three sources: a review of three previously published reports, a short vox pop survey conducted in January 2026, and a dataset of 249 pieces of unsolicited feedback mentioning digital aspects of care. These sources were thematically analysed, and four main themes were identified: issues with digital systems, care delivered digitally, acceptance of digital services, and digital barriers.

The most common theme was problems with digital systems, particularly online booking tools such as eConsult and ANIMA. Many people reported that the booking process was confusing, time‑consuming, or asked questions that felt irrelevant to their condition. Others described submitting an eConsult only to be told there were no appointments available or receiving delayed or no responses from GP surgeries. Some people also experienced digital systems being unavailable at certain times of day, although this issue largely pre‑dated new national requirements for extended eConsult availability introduced in October 2025.

Feedback on digitally delivered care was mixed. Digital services such as virtual wards and video appointments received positive feedback when they were convenient, responsive, and allowed people to receive care at home. Virtual wards were particularly well regarded for enabling recovery outside hospital while maintaining clinical support. However, digital mental health care attracted significant criticism, especially when support was delivered in large online groups rather than on a one‑to‑one basis. Many people felt uncomfortable sharing personal experiences online with others present, while others felt that pre‑recorded videos or text‑based interventions were inadequate for complex mental health needs.

Pharmacy and digitally delivered physical health services also attracted negative feedback in some cases. Issues included lack of continuity, difficulty contacting providers to resolve problems, and errors in medication delivery. Some people felt that digital services reduced access to personalised, live clinical support and highlighted frustrations when clinicians themselves struggled with digital technology.

The report also found evidence that many people accept and value digital services. Some individuals described eConsult, ANIMA, and the NHS App as convenient, efficient, and helpful, particularly for ordering prescriptions, accessing test results, or avoiding early‑morning phone queues. The NHS App was widely seen as improving patient advocacy by giving people direct access to information, although respondents wanted better functionality, clearer navigation, and more consistent use of the app across NHS services.

Digital barriers were a significant issue, particularly for older people, people with disabilities, and those experiencing social deprivation. Barriers included lack of digital confidence, physical impairments affecting the ability to complete online forms, limited internet access, and not owning a smartphone. These barriers were reported more frequently in areas with higher levels of deprivation and among groups already experiencing health inequalities, such as disabled, homeless, and non‑English‑speaking individuals.

Overall, the report concludes that people are not opposed to digital healthcare in principle, but they want systems that are easy to use, responsive, and appropriate to their needs. It recommends that the NHS Online Trust offer digital care that is live, one‑to‑one, and flexible, while ensuring that non‑digital alternatives remain available. Clear communication, accessible design, reliable contact routes, and realistic management of patient expectations are highlighted as essential to preventing digital services from exacerbating existing health inequalities.