Online GP services: patient views and experiences
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Healthwatch Hertfordshire was commissioned by the Hertfordshire and West Essex Integrated Care Board (ICB) to gather insights from Hertfordshire residents about their experiences of using online GP services. Given the drive towards the digitalisation of GP practices, it is crucial to understand the experiences of patients and to hear from residents about how services could be improved. In total they heard from 500 people.
Most respondents said they used online GP services and noted some positive experiences, valuing the efficiency and convenience of the system. Despite this, 51% would not recommend using online GP services as a first point of contact, indicating there are still improvements to be made.
Many respondents reported only being able to access online services during opening hours, with some noting requests were sometimes closed early in the day. Respondents wanted greater availability so people with work and other commitments could submit requests.
Most respondents were unable to book appointments online or were limited to the type of appointment they could book. Respondents wanted more appointment types to be made available to reduce the need to call or visit their GP practice.
Half of the respondents found online GP services easy to use, while the remaining half found navigating the system frustrating and felt forms were repetitive and irrelevant. Some felt the system was impersonal and inefficient, and wanted it to be more straightforward and user friendly.
Many respondents were concerned about the accessibility of online GP services and the impact digitalisation may have on those who struggle to use technology and their independence. Respondents emphasised the importance of equal access and exercising patient choice.
While half of respondents found their GP practice to be responsive, others reported inconsistencies and ignored requests. This unpredictability discouraged many from contacting their practice online. Patients wanted automated acknowledgements of their requests with clear response timelines to better plan their care.
The duplication of online platforms confused some respondents, and uncoordinated records risked creating gaps in medical information. Some said receptionists were unaware of the online services on offer, limiting the support they could provide. Respondents wanted consistent messaging and guidance about which platforms and services to use for their needs.
Many respondents did not have control over how to contact their practice, the type of appointment, or which clinician to see – which is particularly important when considering accessibility and reasonable adjustments. Some respondents could only reach their practice online, raising concerns for those at risk of digital exclusion.