Project overview
Over recent years, the way that people contact GP services in England has changed a lot. Many practices now use online consultation as the main way for patients to contact their GP, rather than phone calls. Online consultation refers to the process of filling out an online form to request an appointment, make a query, or order prescribed medicines. While this change to online consultation aims to make processes smoother, many patients report being unhappy with this arrangement, especially in more deprived areas. Being able to access a GP matters because it helps people manage their health, avoid unnecessary hospital visits, and stay in work.
There are concerns that online consultations may make health inequalities worse, particularly for people who struggle with digital technology. There is not much information about what works well and what does not when GP practices use online consultations. Without understanding this, it can be difficult for practices to meet the needs of patients.
This research wants to find out how access to general practice can be improved in a fair and realistic way. By doing so we will help GP practices to be more efficient in a way that should also improve patient satisfaction and make it easier for people to access healthcare.
The study has three parts:
• First, the team will look at data from the national GP Patient Survey. This is a large survey that happens every year, that asks patients about their experiences with their GP practice. This will help us understand how patients experience accessing care, and which groups of patients struggle most. This will include looking at differences by age, gender, ethnicity, disadvantage, and the type of online consultation website used.
• Second, the researchers will visit GP practices to see how online consultation is used in day-to-day life. Researchers will visit GP practices that are doing well at using online consultations and supporting patients who may struggle with digital access. Researchers will also visit GP practices where online consultation has been more challenging, to understand what gets in the way and what could help.
• Finally, we will produce a practical toolkit in partnership with patients, the public, GP staff, and the companies that make the online consultation systems. The guidance we produce will include tools to help identify patients who need other ways to make an appointment at their GP practice, and examples of best practice that can be shared.
Overall, the research supports the NHS aim of making better use of technology while ensuring access to care is fair and inclusive for everyone.
This project is funded by the NIHR School for Primary Care Research. The ¾ÅÉ«ÊÓƵ is collaborating with researchers at the University of Exeter, University of Manchester, University of Bristol and Imperial College London for this project.
There are concerns that online consultations may make health inequalities worse, particularly for people who struggle with digital technology. There is not much information about what works well and what does not when GP practices use online consultations. Without understanding this, it can be difficult for practices to meet the needs of patients.
This research wants to find out how access to general practice can be improved in a fair and realistic way. By doing so we will help GP practices to be more efficient in a way that should also improve patient satisfaction and make it easier for people to access healthcare.
The study has three parts:
• First, the team will look at data from the national GP Patient Survey. This is a large survey that happens every year, that asks patients about their experiences with their GP practice. This will help us understand how patients experience accessing care, and which groups of patients struggle most. This will include looking at differences by age, gender, ethnicity, disadvantage, and the type of online consultation website used.
• Second, the researchers will visit GP practices to see how online consultation is used in day-to-day life. Researchers will visit GP practices that are doing well at using online consultations and supporting patients who may struggle with digital access. Researchers will also visit GP practices where online consultation has been more challenging, to understand what gets in the way and what could help.
• Finally, we will produce a practical toolkit in partnership with patients, the public, GP staff, and the companies that make the online consultation systems. The guidance we produce will include tools to help identify patients who need other ways to make an appointment at their GP practice, and examples of best practice that can be shared.
Overall, the research supports the NHS aim of making better use of technology while ensuring access to care is fair and inclusive for everyone.
This project is funded by the NIHR School for Primary Care Research. The ¾ÅÉ«ÊÓƵ is collaborating with researchers at the University of Exeter, University of Manchester, University of Bristol and Imperial College London for this project.
