Digital inclusion survey report

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Summary of report content

Healthwatch Nottingham & Nottinghamshire undertook a survey to gain a greater understanding of people’s use of Information Technology to access health and social care information. Their aim was to understand how people who already had access to the internet were choosing to use digital technology to assist in their health and care.

The main findings of this survey were:

  • Majority of the respondents had access to the internet, owned a smart phone/tablet, and used applications on these devices.
  • Over half wanted to access GP appointments via online video and monitor their health conditions online or access a link to local services or support.
  • Although nearly two thirds of people already had access to GP appointments by booking them over the telephone, a further quarter of respondents wanted the same.
  • The way in which information is provided is not always easy to understand, with one fifth of people reporting that they only understand health and care information sometimes.

The report contains four recommendations for healthcare providers to:

  • increase the use of technology to access health and social care information while maintaining face-to-face services to ensure equal access for all;
  • explore the reasons why people are reluctant to use online video links to access GP appointments;
  • ensure that health and care information is easier to understand for all and consider providing plain English summary;
  • promote the use of technology to access health and social care information by supporting training especially for specific groups of people, for example, older or disabled people.

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General details

Report title 
Digital inclusion survey report
Local Healthwatch 
Healthwatch Nottinghamshire
Date of publication 
Tuesday, 31 August, 2021
Date evidence capture began 
Monday, 1 March, 2021
Date evidence capture finished 
Friday, 30 April, 2021
Key themes 
Digitalisation of services
Health inequalities
Information providing

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
If this work has been done in partnership, who is the partner? 
Primary research method used 
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 
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 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Not applicable
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

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.