Navigating digital health: online GP services and bookings

Using lived experience feedback ensures that investment, developments, and service roll-outs, can be as effective as possible and targeted to ensure they have maximum impact in the areas most needed, ensuring fair and equitable access for all, and reducing the burden on more traditional means of appointment making and consultation.

Publication date

October 2024

Key findings

Survey responses and conversations highlighted frustration with the difficulty of making GP appointments, especially face-to-face. While digital options are expected to improve access, they often fail to do so. Many find technology confusing and untrustworthy, preferring traditional methods.

There is limited understanding of the full scope of digital services beyond ordering prescriptions or booking Covid jabs. Younger people are generally more comfortable online but find the technology inadequate. Those less able feel overwhelmed and neglected by the digital shift.

Additional information

Survey by Healthwatch Essex.

Healthwatch Hertfordshire and Healthwatch Essex have been commissioned by the Hertfordshire and West Essex Integrated Care Board (ICB) Primary Care Workstream to undertake a series of engagement projects.

The aims of the engagement projects include:

Gathering lived experiences to feed directly into the Hertfordshire and West Essex ICS
Primary Care Workstream.
Supporting and enabling the Hertfordshire and West Essex ICS to achieve wider
participant engagement.
Engaging patients and the public on programmes covering key priorities and areas of
importance at a regional and local level.
Making recommendations to the Hertfordshire and West Essex ICS Primary Care
Workstream so improvements can be implemented.