Digital health tools surge in popularity among Londoners

A groundbreaking report produced by the Health Innovation Network (HIN) South London and the NHS England (London) Digital First team reveals a significant shift towards digital healthcare engagement amongst London residents. The report, incorporating insights from over 3,000 London patients through online surveys and focus groups, discloses that nearly three-quarters of participants have embraced digital platforms like online consultation forms, the NHS App, and GP surgery websites for accessing primary healthcare services.

The report underscores the widespread appreciation for digital tools, citing their role in facilitating a more independent approach to healthcare management. The majority of respondents find these digital avenues not only user-friendly but also time-efficient, allowing for straightforward completion of essential healthcare tasks.

Despite the general ease of use, the report acknowledges disparities within London. Notably, 43% of respondents are unable to schedule routine GP appointments online, and nearly one-third lack comprehensive access to their medical records via the NHS App. Such variations highlight ongoing challenges in accessibility and feature availability.

The necessity to address digital exclusion is a critical component of the report, recognising the potential underrepresentation of digitally marginalised groups in such research. Efforts to combat the root causes of digital exclusion are emphasised as a priority.

The NHS App emerges as the most utilised digital tool, with 87% of survey participants reporting its use. The app is highly regarded for its informational value and the autonomy it provides in managing health, notably through medication reordering and health record access.

Online consultation forms are another key digital touchpoint, utilised by 77% of respondents. These forms are praised for reducing travel and waiting times, although challenges such as limited availability and the complexity of the forms are noted concerns.

GP surgery websites have been accessed by 76% of those surveyed, with users finding them beneficial for directing towards self-care and detailing GP service access. While improvements in website quality are noted, issues with navigation, appointment booking, and outdated information persist.

The report proposes several recommendations, including enhancing patient communication about available digital tools, pursuing higher standards in usability and accessibility, and adopting a patient-centred approach in service design and delivery.

Feedback from patients suggests that GP practices should extend the availability of online forms and increase the number of appointments bookable online. Additional suggestions include implementing mechanisms for timely patient feedback and ensuring all repeat medications in the NHS App are orderable. The report also addresses digital exclusion, advocating for a flexible approach in the application of digital tools.

At the report’s unveiling, Matt Nye, director of the Digital First Programme, NHS England (London), highlighted the pivotal role of digital tools in London’s primary care. Emphasising the potential for digital channels to yield long-term efficiency gains and enhance patient choice, Nye pointed out the benefits of freeing up GP teams’ administrative time to support patients needing alternative access methods.

Amanda Begley, director of digital transformation at HIN South London, reflected on the comprehensive insights gained about the effectiveness of digital primary care. She noted the high adoption rates of the NHS App, online forms, and GP websites, suggesting that minor improvements, as identified in the report, could significantly enhance patient experience and primary care services. Begley also stressed the importance of continually addressing digital exclusion and supporting primary care teams in offering a diverse array of digital and non-digital health management options.