Survey results: New NHS Online Trust

The report presents the findings of a survey conducted by Healthwatch West Sussex in February 2026 to gather local views on the proposed NHS Online Trust, also described as a virtual hospital. This new national service, planned to launch in 2027, aims to offer optional online access to specialist elective care through the NHS App without the need for a physical hospital site.

A total of 165 people from across West Sussex completed the survey. Most respondents had not previously heard about the proposed NHS Online Trust, but a clear majority said they would be likely to ask to be referred to it once they understood the concept. The main reasons for wanting to use the service were quicker access to specialists, greater convenience, reduced travel time, and having health records held in one place.

Respondents identified several perceived benefits, particularly for people with mobility issues, caring responsibilities, or difficulties travelling to appointments. Many felt that the service could save time and money for both patients and the NHS, reduce infection risks, and make better use of NHS staff and resources.

However, significant concerns were also raised. Many respondents felt virtual appointments could not replace face‑to‑face care, especially for first consultations or conditions requiring physical examination. There were strong worries about data security, privacy, and the use of artificial intelligence in clinical decision‑making. Some respondents lacked confidence using digital technology or could not afford the necessary equipment, raising concerns about digital exclusion.

People also expressed anxiety about continuity of care, accuracy of medical notes, and the risk of fragmented records between physical hospitals and the online service. Repeated references were made to past NHS IT failures, with scepticism about whether the new system could be implemented effectively and safely.

Respondents highlighted features they felt were essential for the service to work, including clear explanations of how patients can switch between online and in‑person care, assurance that waiting list positions would be protected, access to human support and training, and flexible appointment times. Many emphasised the need for clear information, qualified clinical staff, and transparency about when AI is being used.

Overall feedback was mixed. Some respondents described the NHS Online Trust as a positive and forward‑looking idea with potential to reduce waiting times and improve access. Others described it as a “terrible idea,” fearing it would harm patient care, exclude vulnerable groups, and undermine trust between patients and clinicians. The report concludes by stating that these findings will inform Healthwatch West Sussex’s formal response to the NHS Online Trust consultation.