Patient and professional experiences of using digital tools in primary care - year 3 report
Download (PDF 17.69 MB)Summary of report content
Healthwatch Norfolk report on the findings from the final year of a three-year project, commissioned by Norfolk and Waveney Integrated Care Board. In previous years the project explored how patients use digital tools to access and attend GP appointments, seek information and advice, get repeat prescriptions and find other information or advice. Healthwatch also looked at the new “Shared Care Record”, which was launched in March 2023, and the use of the NHS app by patients.
There were 768 responses to the survey – all of these were completed online. Healthwatch also interviewed eight people and held a focus group with six people who had a disability or were living with a long-term health condition. They also attended four events and visited four GP practices to learn how they promoted digital access to their patients. T
Most people described their use of technology as good, with slightly more men than women saying this. This confidence decreased with age. People with a disability were less likely to rate themselves as good. People access their GP website via mobile phone, computer, laptop, tablet or Ipad and mainly use the website to cancel or request appointments, message reception or get information.
Most people found it easy or okay to use the GP surgery website, which was broadly similar to the previous year. There is some variation of ease of use depending on the system used. Nearly three quarters of survey respondents had used the NHS app – a slight increase from Year One. The app is popular for ordering repeat prescriptions and for accessing medical notes. In the first year, people’s use of the app was more focussed on Covid vaccine information and accessing their Covid pass. Ease of use was broadly similar to Year one – with half of the respondents finding it easy. There were few suggestions of how to improve the app. The feedback on the other apps (Airmid and Patient Access), which were used by far fewer people was broadly similar to the feedback on the NHS app.
Just over a third of survey respondents were aware of the Norfolk and Waveney Shared Care Record. People generated a list of questions about the Shared Care Record that could be used as a basis for future communications promoting this tool.
The Prescription Ordering Direct (POD) service is due to cease in June 2024. Current POD users will be encouraged to use alternative methods to order their prescriptions, including via the NHS app and their doctors’ surgery website.
The report highlights several examples of ways some GP surgeries have used to promote, encourage and support patients to use the NHS app and surgery websites. Young people aged 13 years and older are able to use the NHS app, but nationally and within this project findings show that just over 20% of young people use the NHS app and there is a lack of awareness amongst those aged 25 years and younger about the NHS app and what it can be used for.
The report contains five recommendations.