Digital access and barriers to NHS services in Rochdale

Healthwatch Rochdale surveyed 100 residents and held four focus groups to understand barriers to using digital NHS services. The work found that while many people use digital services for repeat prescriptions and viewing records, most still prefer to book appointments by telephone or in person. Over half of respondents were infrequent users of NHS digital services, and one in ten never used them at all. 

The most common barriers were difficulty finding services online, concerns about privacy and security, technical problems, complicated registration processes and poorly connected systems. Many people reported struggling with passwords, identity verification and navigating different NHS platforms. Older residents, people with limited digital skills and those whose first language was not English were particularly likely to experience difficulties. Unpaid carers also highlighted problems accessing information on behalf of people they support because of data protection and authentication requirements.

Focus group participants valued the convenience of services such as online prescription ordering but expressed strong concerns about digital exclusion. Many preferred speaking to a person and worried that increasing digitalisation could disadvantage vulnerable groups, including older people, people without smartphones, those with limited internet access and people who lacked confidence using technology. Security concerns, fear of scams and confusion caused by multiple NHS systems were also common themes. 

Healthwatch concluded that digital healthcare should improve access without removing choice. Recommendations included maintaining telephone and face-to-face options, improving NHS App accessibility and usability, offering training and one-to-one support, strengthening communication about security and privacy, improving support for carers, and ensuring digital services do not widen health inequalities. The report also highlighted the need for better integration between NHS systems so appointments, test results, letters and prescriptions can be accessed more easily in one place.