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To help inform the future of online and remote consultation tools, Devon Clinical Commissioning Group (CCG) partnered with ICE Creates to gain insights from the people who use online consultation

Challenge

In Devon, 99% of general practices are using online and remote consultation tools to allow patients to access services remotely. It is an alternative way for patients to get help and is not a replacement for face to face appointments . NHS England have advised that all general practices triage appointments to decide if a patient needs a telephone, video or face to face appointment or advice from the local pharmacy. Over 1,000 patients and their carers, and over 200 professionals and community leaders, were consulted and have played their part in co designing the vision for online consultation.

The aims of this programme of work were to:

- Explore experiences of using online & remote consultation tools , like eConsult, including what works well and what is a challenge for patients, their carers and professionals

- Explore what would enable and support the use of online & remote consultation tools, by asking questions that were underpinned by the Technology Acceptance Model and COM B theories

- Envisage online & remote consultation when it is ‘at its best’ in future

- Co design features and functions of online & remote consultation tools at best.

 

 

What are the barriers and enablers to accessing health services remotely?  

In the study, barriers and enablers include:

  • Limited or no online access
  • Knowledge of options and choices
  • Misunderstandings and perceptions
  • Self-confidence
  • Literacy
  • Learning difficulties
  • Mental Health Issues

The insights gathered have been used to inform a specification for the ‘at best’ online consultation tools, which builds on the visual journey map and details specific features and functions that are important at each stage.
Underpinned by robust insights, the specification and visual journey map will help inform decisions about the procurement of future online consultation tools in general practice.

Devon-wide insight study to shape the future vision for online & remote consultation

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