Norfolk residents need more awareness of the many ways they can access health care digitally, a new report says.
Better communication is needed to increase knowledge of the NHS App, Shared Care Record and other digital schemes, although some communities are already grasping this challenge, according to the study.
Healthwatch Norfolk, which passes on the views of patients to health and care decision-makers to help shape care, was asked by NHS Norfolk and Waveney to look into different digital methods of accessing health treatment and information.
Their team were asked to specifically investigate:
- Different ways of using technology to access their GP practice and any barriers to this.
- Use of the Shared Care Record which aims to hold patient information in one place so it is accessible to different organisations like hospitals and social workers so people do not have to keep repeating their story.
What we heard
In total, Healthwatch Norfolk received 768 responses to its survey as well as conducted eight one-to-one interviews, and also held a group discussion with six people who either had a disability or were living with a long-term health condition.
These responses came from patients of just over 80 different GP practices across Norfolk.
Most people described their use of technology as good although digital confidence decreased with age.
Meanwhile the majority of people also described using their GP surgery website as either easy or OK.
A total of 60 per cent (443 people) used their GP website for requesting or cancelling appointments, followed by 38 per cent (284 people) to message reception.
31 per cent of people said they would like to book or manage appointments on their GP surgery website
Around a quarter of people we spoke to said they had not used the NHS App in the last 12 months. Another quarter of respondents, meanwhile, said they did use it monthly.
And just over a third of the people we spoke to were aware of the Shared Care Record.
As part of the study, Healthwatch Norfolk also wanted to look at awareness of digital access to care, particularly among younger people and those patients who had previously used the Prescription On Demand (POD) service, where some patients could telephone their GP surgery for repeat prescriptions.
It did find things were happening to help spread the word in local communities about the benefits of accessing health care digitally using digital health tools.
Examples included:
Lawson Road Surgery in Norwich helping patients access repeat prescriptions through the NHS app.
Mundesley Medical Centre setting up NHS App clinics where patients can get help downloading and using the app, which was run by its PPG (Patient Participation Group).
School Lane and Grove Surgeries in Thetford running a face-to-face session for their patients helping to demystify the NHS App and help patients use it.
Based on what it heard through the project, Healthwatch Norfolk has made the following recommendations:
- Promote awareness of the NHS app and its availability to younger patients in Norfolk to empower them to be independent with their healthcare needs.
- Any communications about the Shared Care Record should include information that addresses the questions identified in our survey.
- Ensure that all digital innovation is evaluated independently focusing on patient experience and satisfaction.
- Continuously liaise with Patient Participation Groups for feedback on the accessibility of communication materials and digital tools or form an accessibility panel to check that communication materials relating to digital tools are accessible whether in a paper or digital format.
- Encourage more research into digital access for those who are digitally illiterate or who do not have access to technology.
You can read the full report at https://healthwatchnorfolk.co.uk/reports/digital-tools-year-three/
Some of this work is already under way with Healthwatch Norfolk being asked to do another two years work understanding barriers to using digital methods of accessing care, with an initial focus on those aged 16 to 30, and over 65 in the county.
Alex Stewart, Chief Executive of Healthwatch Norfolk, said:
“There is great work going on around Norfolk to help patients download and use the NHS App and other digital ways of accessing care, and we are pleased to highlight those in our report.
“Having said that, there is clearly a lot of work to do, and we are pleased to be continuing to work with NHS Norfolk and Waveney on continuing to spread the word about the benefits. Communication is key with anything, and we will happily continue to gather views from people about the nature and format of the way people should hear about things like the NHS App and Shared Care Record.
“We will also happily acknowledge the work of those practices and Patient Participation Groups in the county doing so much to help their local communities get to grips with all things digital.
“As we acknowledge in our recommendations, there is also a need to remember those who may not have access to computers, smartphones and digital apps, and we need to ensure they can still get the information, help and support they need as well.”
