The digital divide: online access to GP services
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Healthwatch Surrey wanted to understand how accessible the NHS App and GP practice websites were. They also wanted to understand how people felt about the use of AI in general practice. 106 Surrey residents spoke to Healthwatch at community engagement events or responded to their survey.
56% of the people Healthwatch spoke to access their GP services online via their GP practice website; 38% of people accessed their GP services online via the NHS App.
The most common healthcare service accessed online is requesting repeat prescriptions (58%), followed by receiving messages from the GP practice (51%), managing upcoming appointments and getting test results (both 44%)
51% of people said that they found it easy or very easy to access healthcare services from their GP practice online. People with hearing difficulties commented that the online form was more helpful for them than the phone or in person.
It was recognised that it would be difficult for people with basic literacy skills to use online access) and/or no internet access. Some said that the reception staff would assist them if they needed help completing the form or needed to see someone urgently.
Almost two thirds (63%) of people normally make an appointment with their GP practice online, 47% use the phone and 13% do it in person. However, when asked if this is how they prefer to make an appointment less than half (47%) chose online. 58% chose the phone and 18% chose in person.
Others said that they knew to use “buzz words” to encourage the triage system to give them an appointment, otherwise they would have to wait weeks.
The main concerns about the use of AI in GP practices were a lack of trust in a relatively new technology, concern about the quality of the data informing AI and the lack of/preference for human interaction.