Digital First Primary Care
Digital first primary for those with multiple long-term conditions: The views of patients, carers and health professionals
Background
General practices across England are facing the pressure of rising patient demand alongside an increase in the complexity of the care required by patients, an increase in work transferred to GPs from secondary care, and challenges in recruiting and retaining GPs. Greater use of digital technologies by primary care has been advocated as a way of mitigating some of these challenges and improving efficiency in primary care. Digital first primary care is one aspect of this. Digital first primary care is when a patient’s first contact for the arrangement of a GP consultation is via digital mechanisms, rather than face-to-face. The use of digital first primary care has been increasing in recent years and the COVID-19 pandemic has expedited this immensely with, at the height of the pandemic, NHS England advising all general practices to book appointments online and hold remote consultations, via telephone or video.
Several studies have examined the use of digital approaches in primary care in recent years, mainly focused on understanding the types of platforms used and how they are used, the impact of this on the general practice and the views of practice staff about using digital approaches. There is a paucity of evidence about how well they can address more complex patients’ needs, such as those of people living with multiple long-term conditions. This rapid evaluation will examine the views of patients living with multiple long-term conditions, plus the views of their carers and health professionals, about digital first primary care.
Our rapid evaluation will answer research questions concerned with understanding the impact of digital first services in primary care for patients living with multiple long-term conditions:
- What is the experience of digital first primary care for patients with multiple long-term conditions, their carers and health professionals, both before and during the COVID-19 pandemic?
- What is the impact of digital first primary care on the nature of consultations for carers/patients with multiple long-term conditions and health professionals, which includes aspects such as the health professional(s) spoken to, timeliness of care, and continuity of care?
- What, if any, are the advantages or disadvantages of digital first primary care for patients with multiple long-term conditions, and their carers?
- What lessons can be learnt from staff, patients’ and carers’ views for future service delivery for patients with multiple long-term conditions in primary care? Are there individual groups within the community where there is particular learning for future service provision?
Our evaluation comprises three distinct work packages (WP):
- WP1: Locating the study within the wider context, engaging with literature, as well as co-designing the study approach and research questions with service users.
- WP2: Interviews with patients/carers of those with multiple long-term conditions who have experienced digital first primary care and health professionals.
- WP3: Analysis of data, generation of themes, and testing findings with service users.
- WP4: Synthesis, reporting and dissemination.
Project Duration
September 2021 – May 2022