Digital access to GP services

This report looks at people’s experiences of using online services to contact GP practices across Calderdale and Kirklees. It draws on survey responses from 773 local people.

Online systems offer real benefits. Many people find the NHS App, PATCHS and SystmOnline convenient for ordering prescriptions, viewing test results, and making certain appointment requests. Staff also see advantages, noting that these systems can reduce pressure on phone lines and give patients faster access to information. 

But not everyone can use them easily. Barriers include complicated signup processes, systems that don’t work well together, technical problems and limited appointment booking options. Only 6% of people had been offered help to use online services, usually from GP practice staff and most GP websites provide little information about where to get support. 

Inequalities persist. People from ethnically diverse backgrounds, non-English speakers, disabled people, carers and those without devices or internet access are less likely to use online services. Carers face particular difficulties when trying to manage multiple people’s care through a single account. 

Choice remains essential. For many, the telephone is still the preferred way to contact their GP practice. Staff stressed that online systems should complement, not replace, phone and face-to-face routes.

When systems worked, people valued them for being quick and convenient. The NHS App was described as simple to use, especially for repeat prescriptions, test results and viewing records. Online systems were praised for giving people a way to send queries and requests without needing to visit the practice. Clear communication and step-by-step guidance was available from some GP practices.

The most common barriers were: 

• Not knowing how to use online systems;
• Complicated sign-up processes;
• Not understanding what the different systems could be used for.
• Simply preferring to speak to someone directly. 

Around 7% of people said they lacked a device or reliable internet, which meant they were digitally excluded altogether. This group included more women, carers and people on low incomes. Confusion between multiple systems added to frustrations and some people said that systems do not work well together (for example, GP and hospital systems). 

Accessibility was also a recurring issue, with disabled people, those with sensory impairments, people with learning difficulties and people with limited English all finding systems hard to use without extra help. Carers can experience difficulties managing access for others with accounts being difficult to set up. 

Concerns about trust and security also featured, with respondents worried that their personal information might not be safe online or that their accounts could be hacked. This lack of confidence made some less willing to use digital services, even when they had the skills and devices to do so.

There’s a lack of support for people to enable them to get online, particularly face-to-face support and clear, step-by-step guidance which is available in printed format.