Project 826 | ACCESS-OC (Access to Care through Online Consultations)

Understanding Patient Experiences of Online Consultation Systems in General Practice: A Qualitative study

GP practices in England now use online consultation (OC) systems as a main way for patients to request care, where patients complete a digital form instead of phoning or visiting the practice. Although these systems are intended to make access easier, many people report finding them confusing or difficult to use. There is also very little research on how patients experience these systems, what they find challenging, and how specific design features affect their ability to access care.

Evidence suggests that some groups are more likely to face barriers when using OC systems, including people with lower digital confidence, individuals who speak English as an additional language, older people, and those living in deprived areas. However, we still know little about why these challenges arise or what changes to system design could make the process easier and fairer.
This study will explore how patients use and experience three commonly used OC systems (AccuRx, eConsult, and Patchs). We will recruit 45 patients from GP practices and community organisations, including people who may be at greater risk of being excluded from digital healthcare. A brief screening questionnaire will identify characteristics such as age, preferred language, literacy needs, and level of digital confidence, ensuring a diverse range of experiences.

Participants will take part in a one-hour session where they will complete an inactive OC form based on an example or a recent health concern. The form will not be submitted to their GP practice. While completing it, participants will be asked to “think aloud” and explain what they are doing and what they find difficult. This will be followed by a short interview about their experience.
We will analyse the findings to identify common challenges and differences between systems. We will then run co-production workshops with patients, GP staff, healthcare planning representatives and OC system providers, to develop practical recommendations.

Patients and public contributors will be involved throughout the project to help shape study materials and ensure findings are accessible and relevant for patients and practices. This project is supported by an experienced research team, and the Patient and Public Engagement lead.