Online and telephone access to general practice: a cross-sectional patient survey.

Carol Bryce,Matthew Dl O'Connell,Helen Atherton,Jeremy Dale,Martin Underwood

doi:10.3399/bjgpo.2020.0179

Carol Bryce, Matthew Dl O'Connell + Show 3 more

Open Access

https://doi.org/10.3399/bjgpo.2020.0179

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Abstract

BackgroundImproving access to primary health care in the UK has focused on the use of telephone and online access, but little is known about how awareness of and use varies between different patient groups.AimTo determine how patients are interacting with telephone and online channels for accessing general practice services and information, and to analyse how this varies according to patient characteristics and health status.Design & settingA cross-sectional self-administered survey of adult patients in general practices across the West Midlands, UK.MethodDescriptive statistics were used to show participants’ awareness of and interaction with online information sources and remote access. Multivariable logistic regression was used to model the relationships between demographic and health characteristics, and awareness and use of online services and alternatives to face-to-face consultations (for example, telephone).ResultsA total of 2789 patients (19.0% response rate) from 43 general practices participated. The study found 60.8% (n = 1651/2715) of participants were aware of online services and 30.3% (n = 811/2674) reported having used one. Daily internet usage and frequently visiting the GP showed the strongest associations with knowledge and use of online services.ConclusionThe study shows that there is the potential for inequitable awareness and use of telephone and online services in general practice populations. Given that their use has greatly increased owing to the COVID-19 pandemic, future service design will need to ensure equity is taken into account.

Highlights

Communications technology is seen as a tool for improving access to primary health care.[1,2,3] In the UK there has been a recent policy drive for increased use of digital services.[3,4] before the COVID-19 pandemic, adoption by general practices was slow.[5,6] At the onset of the pandemic the UK NHS rapidly implemented telephone triage and remote consultation in response, as a way to reduce the number of face-to-face consultations.[7]
The study found 60.8% (n = 1651/2715) of participants were aware of online services and 30.3% (n = 811/2674) reported having used one
Internet usage and frequently visiting the GP showed the strongest associations with knowledge and use of online services

Summary

Introduction

Communications technology is seen as a tool for improving access to primary health care.[1,2,3] In the UK there has been a recent policy drive for increased use of digital services.[3,4] before the COVID-19 pandemic, adoption by general practices was slow.[5,6] At the onset of the pandemic the UK NHS rapidly implemented telephone triage and remote consultation (telephone, online, and video) in response, as a way to reduce the number of face-to-face consultations.[7] GP face-to-face consultations dropped during March 2020 from 80.5% to 51.0%.8. As health services plan for the future, it is important to consider benefits[9] and consequences that may be associated with rapid implementation of remote access. Improving access to primary health care in the UK has focused on the use of telephone and online access, but little is known about how awareness of and use varies between different patient groups

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