Using technology to ease the burden on primary care

Healthwatch Enfield investigated patient's perspectives on the use of technology in primary care, specifically the use of the NHS symptom checker featured on a website or app, video calling and emailing to seek medical advice from a primary care physician, and GP online services. This was achieved by hosting 37 engagement events and collecting feedback via paper and online surveys between August and September 2018 from 1,071 local residents.

The report found that 76% of people were aware of the online GP services in Enfield but use of the online services remained low. 63% of respondents indicated that they would use a trusted NHS website or an app to check their symptoms before seeking advice from their GP. In regard to having GP appointments via online services, 60% indicated they would use video calling services to consult with their primary care physician but this differed depending on age, with younger people more likely to use such services. 66% indicated they would email their GP to seek medical advice, however, again, younger respondents indicated they would email a GP to seek medical advice more than older respondents.

Recommendations were made but it was noted that change will take significant time. This is because a patients who have a firmly rooted belief in face-to-face contact with primary care physicians will find the use of technology daunting. Consideration will also need to be given as to how the introduction of new technological solutions does not widen the health inequality gap by making access easier only for those who can afford the right equipment or who are computer literate. In addition, it was suggested that further exploration is required into the reasons behind the differences of views and habits of the various ethnic groups within Enfield, in order to ensure that the technological solutions work for all.