Today, we’re speaking to Professor Helen Atherton, Professor of Primary Care Research at the University of Southampton.

Title of paper: Supporting patients to use online services in general practice: focused ethnographic case study

Available at: https://doi.org/10.3399/BJGP.2024.0137

Use of, and access to, online services are increasing within general practice in England. Current approaches to digital facilitation as observed in this study, appeared to be ad hoc and fitted around multiple services. Reception staff were key to supporting patients to use these platforms, but training, resources and support for such staff were not readily available. Enabling patients to have the best chance of using online services requires vision, strategy and investment of time and money. As practices and patients increasingly use online approaches to healthcare provision, practices should be mindful of patient groups who may find accessing services online to be a challenge and who thus require targeted help and support.