Experiences of people accessing GPs using digital applications in Sandwell
Download (PDF 500.23 KB)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.