Patient and professional experiences of using digital tools in primary care

Healthwatch Norfolk report on the second year of a project to assess digital access to health services.  This year two report looks at how patients digitally access primary care. 

Healthwatch Norfolk explored the introduction of the Norfolk and Waveney Shared Care Record and public awareness of the NHS app. Healthwatch Norfolk also looked at innovative uses of digital tools.   They spoke to 25 people.

This report is based on three outcomes: 

Outcome One: Raising Awareness of Digital Tools 

Raising awareness of the presence of the digital tools available to local people and providing opportunities for patient support and upskilling to be able to digitally access their GP surgery. Healthwatch Norfolk co-hosted an online event for GP Practice Managers and PPG members about the Digital Health Hub.

Outcome Two: Innovative Use of Digital Tools in Primary Care The Norfolk and Waveney Integrated Care Board has knowledge and examples of GP Surgeries using digital tools innovatively in Norfolk and Waveney to support digital access for residents. Healthwatch Norfolk researched local GP surgeries that use digital tools in an innovative way to produce five Case Studies.

 Outcome Three: Increasing Publiic Accessibility to Information About Digital Tools Norfolk and Waveney residents can access information regarding the NHS app and Shared Care Record. Healthwatch Norfolk conducted four focus groups to find out what local people can or have accessed regarding the NHS app and Shared Care Record. 

Utilising digital tools within primary healthcare and promoting their existence has the potential to raise public and healthcare professionals’ awareness of the depth and breadth of digital tools available for: accessing primary healthcare services, managing and attending appointments, ordering and managing prescriptions, managing long term health conditions and aiding communication between patients and professionals.

The report contains seven recommendations to improve the accessibility of digital access to primary care.