Di-Facto: Supporting access to online services in general practices – the patients’ perspective

Conference:

SAPC ASM 2022 - UCLan

Talk Code:

P1.4A.2

Presenter:

Gary Abel

Twitter:

@University of Exeter Primary Care Research Group, University of Bristol, University of Warwick

Co-authors:

Gary Abel, John Campbell, Jeff Lambert, Christopher Clark, Mayam de Cano, Carol Bryce, Emma Cockcroft, Helen Atherton

Author institutions:

Univeristy of Exeter

Problem

The rapid adoption of online services in general practice has accelerated during the COVID-19 pandemic. Use of e-consultations, ordering repeat prescriptions online and accessing medical records are widely available. While access to services online may be welcomed by some, there is concern that many may be unable to engage effectively. Little is known about the processes, procedures, and personnel employed in general practice to support NHS patients in their uptake and use of online services, (digital facilitation) and about patients’ perceptions of these efforts.

Approach

As part of the Di-Facto study (Facilitating Access to Online NHS Primary Care Services) we are undertaking a survey of 12,000 patients (aged ≥ 16) from 60 practices. Between 150 and 285 patients from each participating GP practice are being sent a survey (depending on deprivation level). Most participating practices have all previously responded to the practice survey. Questionnaire development started with input from the project’s patient advisory group and drew on findings from a literature review and survey of practices which formed part of the wider project. Questions address patients’ familiarity and confidence in computer and internet use, their awareness and uptake of online services and their experiences of practice support provided. Questionnaires are sent by post with one reminder questionnaire and a reminder postcard. Replies are requested by post or online.

Findings

The survey is ongoing, initial results being available for the conference. To date,168 practices have been invited, 62 expressing initial interest and over 6000 patients invited. In addition to descriptive findings, mixed effects logistic regression will be used to examine how perception of digital facilitation varies by patient factors e.g. age, gender, ethnicity, presence of long-term conditions and confidence in using computers and the internet. Patient responses will be linked to the responses of practices in the previous survey to examine whether patients are aware of digital facilitation efforts that practices report undertaking.

Consequences

Considering the fast and ongoing roll out of online services it is important to gain a fuller understanding of how best to support patients in their use of online services and examining the patient perspective is a key factor in doing so.

Submitted by:

Rachel Winder

Funding acknowledgement:

This study/project is funded by the National Institute for Health Research (NIHR) [Health Services and Delivery Research Programme 128268]. The views expressed are those of the authors and not necessarily those of the NIHR or the Department of Health and Social Care.