Remote GP care and inequality – dispelling the myths
Calls for a review into how patients access their GP, and the potential barriers to them doing so, have highlighted the difficult decisions some practices are facing over remote consultations. The focus on video consultations, as opposed to remote or total triage systems, is based on concerns about equity.
Healthwatch England called for the formal review after its new report revealed the rapid switch from face to face to remote consultations in the last year has not met everyone’s needs. It found some patients are struggling to get through to their GP surgery, while other concerns include possible missed diagnoses, difficulties for people who don’t have access to the internet and for anyone whose first language isn’t English.
The NHS Long Term Plan stipulated that remote consultations (telephone or video) should be offered to all patients by 2021 but early take up was slow and the Covid-19 pandemic has been the catalyst for change. However the sudden necessity for remote consultation has revealed much about the preferences of many patients.
While an RCGP survey in July 2020, reported that more than 88% of UK practices were now equipped for online or video consultations compared with just 5% pre-pandemic, a King’s Fund report into digital access to GPs during the pandemic highlighted research which found that some of the initial enthusiasm for online access is beginning to wane.
Providing choice over method of consultation is vital
To ensure that gains made during the pandemic with regard to remote consultations are not gradually eroded, patients must be able to access services in a variety of ways. Making sure patients have access to online or video consultations is just the start.
Choice about the type of consultation and the ability to provide remote access to a GP (whether online or by telephone) is key. The Healthwatch England report found that, out of 1,190 people polled who had booked an appointment since March 2020, 75% had booked via telephone, 18% over the internet and 5% in person.
All too often video consultations are seen as a proxy for remote access to a GP, but not everyone wants or is comfortable with this way of communicating. However, there are several different online systems that can provide options to suit the patient. For instance, askmyGP provides a unique total triage platform for patients to access their GP in whichever way they choose. Offering an online booking service to those who are comfortable using it can relieve the pressure on phone lines, particularly at peak times.
We regularly review data from our system which is used by over 2 million patients to access their GP practice. This data tells us that several myths about remote access simply do not stand up to inspection. Here are just a few we have looked at:
“Patients prefer face-to-face consultations”
A typical GP practice sees about 5-8% of its list size each week and askmyGP is often handling that entire volume. 73% are going online to make requests and 27% are phoning the practice. With more people going online to make an appointment request, this relieves pressure on the phone lines for those who prefer to call. For our GP practices only 6% of patients requested a face-to-face consultation which shows that patients are happy to go online or use the telephone to access their GP.
“Older people are not internet savvy”
Older people make up a significant cohort of the patients using askmyGP to access their practice, still 50% at 70-75. However, for anyone less confident in using online services or who cannot access them, our triaging system ensures choice. Patients can still call the surgery and the receptionist can key in their information and arrange their appointment instead, it doesn’t have to be all or nothing.
“Remote access is unsafe”
Using askmyGP, practices can respond to requests appropriate to the patient need, rather than limited by supply slots. The BMA has also highlighted that the speed and convenience of access to GP services has improved for many as a result.
So, it is clear from our data that patients are happy with remote access, mostly by telephone or message, but providing choice over how appointments are accessed is key. An efficient triaging system can provide that choice and ensure that everyone is able to access the services in the way that is the best and safest for them.
Remote GP care and inequality – dispelling the myths
Calls for a review into how patients access their GP, and the potential barriers to them doing so, have highlighted the difficult decisions some practices are facing over remote consultations. The focus on video consultations, as opposed to remote or total triage systems, is based on concerns about equity.
Healthwatch England called for the formal review after its new report revealed the rapid switch from face to face to remote consultations in the last year has not met everyone’s needs. It found some patients are struggling to get through to their GP surgery, while other concerns include possible missed diagnoses, difficulties for people who don’t have access to the internet and for anyone whose first language isn’t English.
The NHS Long Term Plan stipulated that remote consultations (telephone or video) should be offered to all patients by 2021 but early take up was slow and the Covid-19 pandemic has been the catalyst for change. However the sudden necessity for remote consultation has revealed much about the preferences of many patients.
While an RCGP survey in July 2020, reported that more than 88% of UK practices were now equipped for online or video consultations compared with just 5% pre-pandemic, a King’s Fund report into digital access to GPs during the pandemic highlighted research which found that some of the initial enthusiasm for online access is beginning to wane.
Providing choice over method of consultation is vital
To ensure that gains made during the pandemic with regard to remote consultations are not gradually eroded, patients must be able to access services in a variety of ways. Making sure patients have access to online or video consultations is just the start.
Choice about the type of consultation and the ability to provide remote access to a GP (whether online or by telephone) is key. The Healthwatch England report found that, out of 1,190 people polled who had booked an appointment since March 2020, 75% had booked via telephone, 18% over the internet and 5% in person.
All too often video consultations are seen as a proxy for remote access to a GP, but not everyone wants or is comfortable with this way of communicating. However, there are several different online systems that can provide options to suit the patient. For instance, askmyGP provides a unique total triage platform for patients to access their GP in whichever way they choose. Offering an online booking service to those who are comfortable using it can relieve the pressure on phone lines, particularly at peak times.
We regularly review data from our system which is used by over 2 million patients to access their GP practice. This data tells us that several myths about remote access simply do not stand up to inspection. Here are just a few we have looked at:
“Patients prefer face-to-face consultations”
A typical GP practice sees about 5-8% of its list size each week and askmyGP is often handling that entire volume. 73% are going online to make requests and 27% are phoning the practice. With more people going online to make an appointment request, this relieves pressure on the phone lines for those who prefer to call. For our GP practices only 6% of patients requested a face-to-face consultation which shows that patients are happy to go online or use the telephone to access their GP.
“Older people are not internet savvy”
Older people make up a significant cohort of the patients using askmyGP to access their practice, still 50% at 70-75. However, for anyone less confident in using online services or who cannot access them, our triaging system ensures choice. Patients can still call the surgery and the receptionist can key in their information and arrange their appointment instead, it doesn’t have to be all or nothing.
“Remote access is unsafe”
Using askmyGP, practices can respond to requests appropriate to the patient need, rather than limited by supply slots. The BMA has also highlighted that the speed and convenience of access to GP services has improved for many as a result.
So, it is clear from our data that patients are happy with remote access, mostly by telephone or message, but providing choice over how appointments are accessed is key. An efficient triaging system can provide that choice and ensure that everyone is able to access the services in the way that is the best and safest for them.
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