This report is a summary of the fifth year of a project in which Healthwatch Norfolk was asked to look at digital access and how tools like apps and websites can help in healthcare.
This year we focused on people’s engagement with the NHS App, alongside attitudes towards wider digital transformation, including the introduction of the Electronic Patient Record (EPR), the proposed Single Patient Record (SPR), and the use of artificial intelligence (AI) in care delivery. It also aimed to develop a better understanding of barriers and support needs affecting digital engagement among groups at greater risk of digital exclusion.
We found there was broad support for the introduction of the Electronic Patient Record (EPR), with people recognising its potential to improve access to patient information and enhance coordination between services. However, confidence in the system depended on clear communication, robust data security and transparent governance.
Awareness and appreciation of the NHS App was generally high, but many still preferred traditional ways of contacting healthcare services. Accessibility challenges often limited use of the app, particularly for disabled people, those facing financial hardship, and people with English as a second language.
The use of artificial intelligence was viewed less favourably when it appeared to reduce clinician oversight or increase reliance on automated systems.
Overall, people showed cautious support for the increasing digitalisation of healthcare, but concerns remain around trust, data security, digital exclusion and the potential loss of human interaction.
Based on these findings, Healthwatch Norfolk has made four key recommendations:
- Prioritise usability, accessibility, and consistency in digital services
- Embed inclusion and accessibility in all aspects of digital transformation
- Maintain patient choice and protect person-centred care
- Build trust through transparency and accountability
