Experiences of people accessing GPs using digital applications in Sandwell

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Summary of report content

Healthwatch Sandwell undertook a project on digital access to healthcare, focussing on the NHS App.  They heard from 208 people via interviews and focus groups.

Whilst there is encouragement for people across Sandwell to use the functions of the NHS app, there are still clear inconsistencies within GP practices as to what they offer. Some of the main issues are: 

NHS apps allow people to book appointments but there are no, or few appointments are available. 

Some people are not fully aware of all the functionalities of the NHS app. 

Some people are using other apps 

Some people have experienced technical issues with the NHS app. 

By working with the ICS Digital Engagement Team, we acknowledge that positive efforts are being made within communities and at GP surgeries to promote the NHS app and also guide people in how to use it. However, through engagement Healthwatch have found that there are many inconsistencies through GP practices with how and what patients currently use and access. There are a wide range of systems being used.

The key challenge areas were identified as around abilities, skill levels, support needs and resources – all of which could present risks of digital exclusion from access and use of services.

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General details

Local Healthwatch
Healthwatch Sandwell
Publication date
Key themes
Access to services
Accessibility and reasonable adjustments
Booking appointments
Health inequality
Remote appointments and digital services
Service organisation, delivery, change and closure

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Focus group
Interviews
If an Enter and View methodology was applied, was the visit announced or unannounced?
N/A

Details of health and care services included in the report

Details of health and care services included in the report
General Practice (GP)

Details of people who shared their views

Number of people who shared their views
208
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