Improving patient communication/involvement and the role of technology in local NHS services

Healthwatch Coventry undertook a follow up piece of work to their report on the NHS Long Term Plan.  They wanted to find out about what people think about use of technology in the NHS and how communication and engagement with patients and the public is working in GP services. From October 2019 to January 2020 they ran a public survey and received 469 responses from Coventry residents. They ran two focus group discussions on the same topics with 23 people in total.

In terms of digitalisation, people wanted flexibility of methods of accessing services to consider their individual needs and circumstances.  They wanted a focus on the outcome for patients when putting in place digital methods rather than a focus on the technology.  They wanted providers to take full consideration of security.  They felt strongly that there should be no preferential access for those who have digital access over those who do not.  There needed to be good information about new methods and the option to learn how to use them.

People wanted more regular communication from GP practices using different methods that reach those who do not go to the practice often as well as those who do. They also wanted greater opportunities to give views and feedback to GP practices via different methods after using services and/or annually.  They wanted clearer feedback routes and surgeries to adopt appropriate technology to support this.

There were 5 recommendations about how digitalisation should be introduced and how GP practices should communicate with their patients.