Project 824 | Optimising the use of online consultation; mixed methods co-production of actionable resources for general practice

Over recent years, the way that people contact GP services in England has changed dramatically.  Many practices now use online consultation as the main way for patients to contact their GP. While these changes aim to manage demand and use resources better, many patients are unhappy with the current situation, especially in more deprived areas. Being able to access a GP matters because it helps people manage their health, avoid unnecessary hospital visits, and stay in work.
There are concerns that online consultations may make health inequalities worse, particularly for people who struggle with digital technology. There is not much information about what works well and what does not when it comes to online consultation. Without understanding this, it can be difficult for practices to meet the patient needs.
This research wants to find out how access to general practice can be improved in a fair and realistic way. By doing so we will help GP practices to be more efficient, but in a way that should also improve patient satisfaction and reduce the number of people using accident and emergency when they could avoid it.

The study has three parts:  
First, the team will look at data from the national GP Patient Survey. This will help us understand how patients experience accessing care, and which groups of patients struggle most. This will include looking at differences by age, gender, ethnicity, disadvantage, and the type of online consultation website used.  
Second, the researchers will do case studies looking at GP practices. We will study practices that are successfully using online consultations while serving the kinds of people that often struggle with digital access, and those that are less successful.  
Finally, we will produce a practical toolkit in partnership with patients, the public, GP staff, and the companies that make the online systems. The guidance we produce will include tools to help identify patients who need other ways to make an appointment, and examples of best practice that can be shared.
Overall, the research supports the NHS aim of using technology better while ensuring access to care is fair and inclusive.