What does South Warwickshire think of a patient portal?

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Summary of report content

Healthwatch Warwickshire gathered 428 people's experiences about their use of an online patient portal during November to December 2019. A questionnaire was used to collect this information.

The report found that people would use the portal to save time waiting on the phone and to get 24/7 access for booking appointments and viewing test results. People were concerned about data security and disclosing personal information. The portal must be simple to use and ensure that there are useful and streamlined functions involved. It is also important to consider it's accessibility, particularly around compatibility with all devices and use of translation services. 

A number of recommendations were made in the report relating to accessibility, training and communication. 

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General details

Report title 
What does South Warwickshire think of a patient portal?
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Friday, 18 December, 2020
Date evidence capture began 
Friday, 1 November, 2019
Date evidence capture finished 
Tuesday, 31 December, 2019
Type of report 
Key themes 
Booking appointments
Communication between staff and patients
Digitalisation of services
Information providing
Staff training
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Other government body
If this work has been done in partnership, who is the partner? 
South Warwickshire NHS Foundation Trust
Primary research method used 
How was the information collected? 
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of people who shared their views

Number of people who shared their views 
Age group 
Specific ethnicity if 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? 
Does the information include other people's views? 
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? 
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.