Bridging the digital divide

Healthwatch Surrey spoke to 90 Surrey residents during summer 2025 and early 2026 to understand their experiences of accessing GP services online and their views on the use of artificial intelligence (AI) in general practice. The research revisited issues identified in an earlier report and examined experiences following government guidance introduced in October 2025 requiring GP online appointment forms to remain open during normal operating hours. 

The findings showed that people were almost evenly split between accessing GP services online and by telephone, while relatively few people visited their GP practice in person. Among those using digital services, GP practice websites were the most common route, although use of both websites and the NHS App had increased since the previous study. Online services were most often used for requesting repeat prescriptions, receiving messages, viewing test results and managing appointments. Overall, people were using a wider range of GP services online than before. 

Many participants valued online access because it was convenient, efficient and avoided long telephone queues. Some people, particularly those with hearing impairments, found online forms easier to use than phone or face-to-face contact. However, others found online systems time-consuming and frustrating, especially when they were unsure whether their request would result in an appointment. 

Digital exclusion remained a significant issue. Around one in ten respondents said they lacked the skills or knowledge needed to use online services. People whose first language was not English, those with dyslexia and individuals with limited digital literacy reported particular difficulties. The most common reason for not using online services, however, was simply a preference for other methods, particularly telephone contact. 

Although practices were now keeping online forms open during standard operating hours, nearly a quarter of respondents said forms were not always available when expected. Many people wanted online forms to be accessible 24 hours a day, even if requests were not processed until the surgery reopened. 

Participants reported little improvement in online accessibility since the previous research. They wanted more appointment types to be available online, clearer guidance and tutorials, simpler forms with free-text boxes, better integration between different apps and systems, and the option to speak to someone directly when necessary. People also wanted easier access to medical records, linked accounts for parents and carers, and online booking for routine tests such as blood tests and cervical screening appointments. 

The study found that telephone use for making appointments had increased, while online and in-person appointment requests had decreased slightly. Most people were able to use their preferred method, but some still felt pressured by GP practices to use online systems. Others reported difficulty describing their symptoms using the language required by online triage systems, resulting in responses that did not meet their needs. 

Views on AI were mixed. Most respondents were comfortable with AI being used for administrative tasks, such as answering non-health-related questions or helping patients complete online appointment requests. However, many were uncomfortable with AI carrying out clinical activities such as assessing health needs, answering health-related questions or conducting routine screening. Concerns centred on trust, data quality, accuracy and the loss of human interaction. 

The research also highlighted the challenges faced by people experiencing homelessness or living in temporary accommodation. Many lacked access to a suitable mobile phone, internet connection or digital skills. The greatest barrier, however, was often registering with a GP without a permanent address. Other difficulties included competing priorities, stigma, complex appointment demands and lower prioritisation of healthcare needs. 

Overall, the report concludes that people who use online GP services generally find them effective and receive satisfactory responses. Nevertheless, longstanding frustrations remain around complicated forms, limited opportunities to explain symptoms in their own words and pressure to use digital channels. Healthwatch Surrey recommends maintaining multiple routes of access, including non-digital options, and providing ongoing support and training to help people use online healthcare services effectively. Concerns about the use of AI for clinical decision-making also remain strong.