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Supporting patients to use online services in general practice: focused ethnographic case study
Jennifer Newbould1, Carol Bryce2, Stephanie Stockwell1
1RAND Europe, Cambridge.
Summary
Digital facilitation supports NHS patients using online general practice services. This support is often informal, relying on reception staff, and requires better integration and training for effectiveness.
Area of Science:
- Health Informatics
- General Practice
- Digital Health
Background:
- Online services in English general practice range from repeat prescriptions to consultations.
- Certain patient groups face challenges accessing and using these digital health services.
- Digital facilitation is crucial for supporting NHS patients' adoption and utilization of online tools.
Purpose of the Study:
- To understand how and why digital facilitation benefits patients and general practice staff.
- To identify key processes in supporting patient use of online general practice services.
- To explore patient and staff perspectives on digital facilitation.
Main Methods:
- Focused ethnographic case study design.
- Involved observations and interviews with 69 participants.
- Eight general practices across England with diverse characteristics were studied.
Main Results:
- Digital facilitation was typically provided informally to individual patients.
- Multiple, disparate online systems necessitated patient support.
- Younger staff often provided support without specific training, and patients with complex needs required tailored assistance.
Conclusions:
- Patient use of online services is currently supported by informal digital facilitation, mainly by reception staff.
- Effective support requires a review of service provision and the resources dedicated to patient assistance.
- Optimizing digital facilitation is essential for equitable access to online general practice services.
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