Navigating digital health: online GP services and bookings

Healthwatch Essex undertook engagement on digital access to healthcare.  They undertook a survey, interviews and group discussions.

People overwhelmingly wanted to be able to make an appointment, and  expressed the frustration they have from not being able to easily access a GP face-to-face. How they get that appointment isn’t the most important thing, but expectations are that digital and online options should be improving access, or at least making it less onerous. However, that is clearly not what’s happening. T

Technology is still baffling to many, and not trusted by many more. People inherently like the ‘old ways’ and want a return to what they consider to be simplicity. Aside from ordering a repeat prescription, or booking a Covid jab, there is little or no understanding of the scope of apps, or online services, or digital options, or whatever they are conceived to be.

 People link digital with GPs, rather than broader opportunities. In general, younger people are more comfortable in an online environment, but many find the technology to be clunky and simply not up to speed on what is expected in the digital world. Too many have problems getting set up, and the ‘helpdesk’ type support is considered completely inadequate. 

For those less able, the whole thing seems daunting, they don’t understand, and they feel they are being ignored and left behind.