Where people are at with tele-health

Healthwatch Bolton carried out this engagement project on behalf of Bolton GP Federation in December 2016 to explore public attitudes towards telehealth as part of wider discussions about neighbourhood health hubs and new models of primary care. Researchers spoke with 59 people across five community locations in Farnworth, including GP practices, Age UK, a food bank and a community centre. 

The findings showed generally positive attitudes towards telehealth. Around 61% of participants felt that telehealth options either were, or could be, helpful, while 27% expressed negative views and 12% held mixed opinions. Participants most often valued technologies that maintained direct communication with healthcare professionals, particularly telephone consultations and Skype/video consultations. 

Telephone appointments were especially popular because they offered convenience while preserving personal interaction with clinicians. Many participants said they would be comfortable discussing straightforward issues or receiving test results by phone. Skype and video consultations were also viewed positively by some respondents, particularly if they allowed direct contact with a GP rather than administrative staff. People felt these methods could improve access, reduce unnecessary travel and shorten waiting times. 

However, concerns were also raised. Older people frequently reported feeling less confident using technology, and some participants worried that telehealth could lead to missed diagnoses, reduced reassurance and a loss of face-to-face contact. Internet-based services received more mixed reactions than telephone or video consultations, with some people already using online prescription services while others said they would not feel comfortable using the internet for healthcare appointments or advice. Reliability, digital skills and access to equipment were also identified as potential barriers. 

Overall, Healthwatch Bolton concluded that telehealth has considerable potential but should complement rather than replace traditional services. The report recommended further public engagement on telehealth and suggested that Bolton GP Federation pilot Skype consultations within a GP practice, evaluating patient experience, staff views, costs and potential benefits before considering wider implementation.