In partnership with a South West based Clinical Commissioning Group

Surfacing enablers, frictions and sentiment to accessing online healthcare

Summary

The commissioning group had deployed an online GP consultation platform but were keen to discover the factors that influenced groups of patients with special characteristics.

Problem

The commissioning group had deployed an online GP consultation platform but were keen to discover the factors that influenced groups of patients with special characteristics, such as the elderly, in accessing this option. The commissioners were wokring hard with the healthcare providers in the region and felt that a direct approach to the users and communities was missing from the equation.

Solution

A wide ranging program of qualitative data capture was instigated in population segments with particular relevance to the problem at hand. Individuals were identified and enrolled on our study through painstaking community engagement methodologies via influencer networks, enabling deep-dive qualitative interviewing to provide a rich seam of data on which thematic review could be performed.

These real time insights were delivered to CCG decision makers to allow policy and comms decisions to be evidence-led and locality specific during the COVID-19 lockdown

Our findings inform the CCG comms team to allow them to tailor their messages to local people to achieve maximum impact in driving increased digital access to NHS services.