People's views about remote access to appointments during the COVID-19 pandemic

Healthwatch Brighton and Hove have produced a summary document, compiling evidence from engagement and research activities that have provided insight on remote access to health and social care.

The report reviews key findings from 24 research projects carried out by Healthwatch Brighton and Hove, Healthwatch England, Darlington, Salford, Islington, Shropshire, Coventry, East Sussex, and West Sussex, as well as other organisations including Sussex NHS Commissioners, RNID, Health Innovation Network, ONS, Traverse and National Voices, Surrey Council and CCG, Community Roots, NHS Devon CCG.

The report concludes some key benefits of remote access to health and social care, including convenience, a simple and quick route to care, and a less stressful experience. Most accept the inevitability of remote appointments becoming ‘normal’.

Some of the key challenges outlined are concerns about remote access overlooking individual support requirements, fears of misdiagnosis, difficulty explaining conditions in a remote context, lack of privacy, WIFI and connectivity problems, and data security concerns.

Remote access was more challenging for those who do not have English as a first language, those with learning disabilities, and those who are deaf. The report also highlights issues with digital exclusion as those facing vulnerability and disadvantage are less able to access remote consultations.