Access to medical records and online services at GP surgeries Report, Lancashire

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Summary of report content

Healthwatch Lancashire undertook a small study which involved 17 members of staff and volunteers who requested access to their medical records from their own GPs from 17 surgeries. They were not directed to do this in any particular method but shared their findings. This included access to medical records, online system to book GP appointments and order prescriptions. 17 individual case studies are included: 3 respondents successfully accessed their medical records, 1 saw a summary, 1 saw immunisations, 13 had access to online appointment booking and repeat prescription ordering, 3 could not register, 2 had issues with confidentiality procedures and 1 experienced difficulties due to sensory loss. NHS England will use the information to inform the Lancashire Digital Roadmap, which will set out the digital strategy for health and care services across Lancashire. A priority is to encourage greater uptake and utilisation of online services in general practice. Further actions are planned and include: • Improve process for monitoring uptake of online services to create a Local Digital Roadmap Dashboard to monitor uptake and access • Engage with practices to understand barriers to implementing online services • Identify practices struggling with mobilising online services, partner them with practices where uptake is high via Commissioning Support Unit and the Patient Online Team • Seek increased online uptake to 30% by 17/18 for patients with long term condition • Communicate benefits of online services to patients • Raise awareness of the online agenda • Establish a local team to support practices publish more online appointment slots. NHS England and Healthwatch to engage with the public to ensure that primary care services not only meet patient needs, but are accessible and of a high quality. NHS East Lancashire Clinical Commissioning Group’s Quality Framework for General Practice in East Lancashire: one of the quality domains within this focuses on improved access to general practice and monitoring online access. Inclusion of the findings as part of the consultation feedback and to ensure that any improvement areas for access within the business case for implementation of this new model.

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General details

Report title 
Access to medical records and online services at GP surgeries Report, Lancashire
Local Healthwatch 
Healthwatch Lancashire
Date of publication 
Monday, 8 August, 2016
Date evidence capture began 
Monday, 8 August, 2016
Date evidence capture finished 
Monday, 8 August, 2016
Type of report 
Key themes 
Patient records
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Primary research method used 
User stories
How was the information collected? 
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Primary care services 
GP practice

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Types of health and care professionals engaged 
Does the information include other people's views? 
Not known

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not known
What type of impact was determined? 
Implied Impact

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.