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Inform the future of online and remote consultation tools
99% of general practices in Deon are using online and remote consultation tools to allow patients to access services remotely as an alternative and not a replacement for face to face appointments.
NHS England have advised that all general practices triage appointments digitally to decide if a patient needs a telephone, video or face to face appointment or advice from the local pharmacy. In order to ensure that patients get he right care for them delivered in the most efficient and effective way.
Over 1,000 patients and carers, together with over 200 professionals and community leaders, were consulted and played their part in co designing their future vision for online consultation. We Explored their experiences of using online & remote consultation tools, like eConsult, what works well and what is challenging.
Co-designing what would enable and support the use of online & remote consultation tools, by asking questions underpinned by the Technology Acceptance Model and COM B theories to envisage the features and functions of online & remote consultation tools, systems and processes when ‘at their best'.
Our Insights revealed that the barriers and enablers to accessing health services remotely included:
- Limited or no online access -
- Misunderstandings and perceptions -
- Self confidence -
- Awareness of options and choices -
- Literacy -
- Learning difficulties -
- Mental health issues -
The insights gathered have been used to inform a specification for ‘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 is being used to help inform decisions about the procurement of future online consultation tools in general practice.
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