GP Online Triage: Patient Feedback Report
Download (PDF 397.58 KB)Summary of report content
Healthwatch Warwickshire looked at their feedback data about online triage services. With the focus on a move to digital transformation, many Warwickshire GP surgeries implement an online triage system. While these systems can be highly effective and are valued by many patients, Healthwatch engagement has revealed significant barriers for others. This report presents patient feedback heard from Warwickshire residents over the last nine months, highlighting the need for services and commissioners to address these barriers to prevent widening health inequalities.
Key findings
People value being able to contact their GP via online triage, particularly young people who might not feel comfortable making phone calls.
People find that the options on the online don't meet their specific needs.
Others aren't familiar with the technology and lack the skills and confidence to use online services. They feel discriminated against and this puts them off seeking medical treatment.
Messages from GP practice that promote using the online triage could lead some people to think they can't ring up for an appointment.