Digital access to healthcare

Healthwatch Worcestershire reported on digital access to healthcare as part of the Worcestershire’s Health and Wellbeing Strategy for 2022 to 2032, to reduce health inequalities and improve outcomes for communities and groups with the poorest health.

A survey ran from August to November 2021, to gather feedback about access to the internet, using methods of online communication, and the experiences of remote health appointments. 712 people completed the survey, with 465 completing paper copies administered at engagement events, through support from local community groups, through the post, and completed over the phone with the support of HWW engagement team. An Easy Read version was developed to help to engage people with a learning disability.

In addition to gathering survey responses face-to-face and online, they spoke to people attending a variety of community events and meetings. 

Key findings:

• 16% of all respondents said they did not use the internet, this was not restricted to the older age group
• 33% of respondents do not have access to broadband internet at home, this was more likely to be people in social housing, living in supported or temporary accommodation, those who are lodging, or those who are rough sleeping
• Less than half (41%) of respondents had used GP services online, for example using Patient Access or the NHS App, some respondents experienced difficulties or didn’t know how, whilst others did not have a suitable device, or had security concerns
• Only half of respondents (51%) would find it easy to find information on the internet
• A quarter of respondents said they would not be able to take and send a photograph on a mobile phone, or know how to make or receive a video call

Overall, many respondents who were able to access remote appointments using digital devices gave positive feedback. This included quick and efficient resolutions and overcoming difficulties attending appointments due to disability/mobility issues or caring responsibilities. However, some respondents expressed a need or preference for face-to-face appointments, such as those without access to the internet or the digital skills to access remote appointments and services.

A number of recommendations were made in the report to help make health services more accessible to those who have difficulties with online access.