GP online: understanding and increasing the use of online GP services in Surrey

Healthwatch Surrey undertook a project during Get Online Week (2 to 8 October 2017) to understand people's experiences of online GP services and identify ways to increase their use. Nearly 300 people shared their views, including more than 150 respondents who completed surveys. Overall, people who used online GP services reported significant benefits, particularly the convenience of booking appointments, ordering repeat prescriptions and accessing test results and health records outside normal surgery hours. 

Many participants recognised the potential advantages of online services, but awareness remained low. Some people were unaware that their GP practice offered online services, while others preferred speaking to staff face to face or did not regularly use the internet. Concerns were also raised about data security, the complexity of registration processes, password requirements and difficulties regaining access to accounts when login details were forgotten. 

The most common frustrations related to the availability of appointments and the range of services offered online. Respondents reported that appointments available through online systems were often several weeks away, not all clinicians were listed, and services such as nurse appointments and flu vaccination bookings were not always accessible online. Participants suggested that easier registration, better technical support and a wider range of online options would encourage greater use. 

Overall, Healthwatch Surrey concluded that online GP services provide clear benefits for many patients but require greater promotion and improved usability to achieve wider uptake. Recommendations included increasing public awareness, supporting registration, expanding online appointment availability, improving password and sign-up processes, and developing additional digital services such as notifications for prescriptions and test results.