Patient experiences of NHS digital booking systems in Haringey
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Healthwatch Haringey wanted to look at local people's experience of digital booking systems for GP appointments. They undertook a survey and interviews, reaching 74 people.
Many Haringey residents have struggled to access local services online as they have found using digital booking systems difficult and experienced online platforms not working.
Some patients have found the online booking process tedious and stopped using a digital booking system to get an appointment.
Younger people have experience of using digital technology, so may find digital booking systems easier and more straightforward to use.
There were some patients who said that they found digital systems to be efficient. But they also mentioned that this is significantly more accessible for some patients than others.
Many of the people interviewed felt that in-person care was needed when using the digital booking system to make the service user feel supported when booking an appointment online.
Some service users were happy with improvements made to Haringey GP practices as their experiences of booking an appointment by telephone and in-person were significantly better