GP online access report

Healthwatch Blackburn with Darwen wanted to investigate service user experiences regarding digital health support so that the information can be used to commission these services. Online and paper surveys were used alongside eight focus groups and an Enter and View visit to Darwen Healthcare. 54 people completed the surveys and 80 people attended the focus groups.

The main themes that emerged from this investigation suggest that patients lack access to digital means (WiFi); people wanted support to register for online services; a simpler registration process is needed; more information needs to be promoted about the online services; a wider range of appointments needs to be offered online; and patient's preferred choices need to be maintained.

From these findings, a number of recommendations have been made. These included better accessibility to digital devices, data and reliable Wi-Fi; increasing confidence in using the online booking apps with more support in doctors’ surgeries and wider community for those who would like to register and try it; use simple language supported by visual and audio means in the app and the ability to book translation and BSL services on the app when making online appointments; booking apps and registration process need to be unified and simplified across GP Practices and enable carers and parents to manage dependents where appropriate; wider choice of appointment times and availability; and providing reassurance that face to face and telephone reception services will remain available for patients who prefer these options.