Approximately three fifths of NHS users increased their use of technology to access care during the first phase of the pandemic, with the majority viewing their experience positively.
This is according to new research from the Health Foundation, informed by YouGov online surveys of over 4,000 UK adults and over 1,000 NHS staff.
Although 83 per cent of the NHS users who increased their use of technology viewed the experience as positive, the Health Foundation also reports that, when asked to compare these technology-enabled approaches to traditional models of care, 42 per cent of these NHS users said they made for worse quality of care, highlighting the need for technology implemented during the pandemic to be developed and improved before the government goes ahead with its ambition of ‘locking in’ new innovations.
The organisation found a similar pattern among NHS staff surveyed. While 78 per cent of those whose organisation had increased its use of technology reported positive experiences, 33 per cent also said these approaches made for worse quality of care compared to traditional models.
The report looks at the increased NHS use of technologies during the pandemic to reduce face-to-face contact and manage demand, such as video consultations, online appointment booking or remote monitoring at home. Half of these users aged 55 and older and nearly half of those with a carer (46 per cent) – groups that may have higher need for health care – thought these technology-enabled approaches made for worse quality of care.
NHS staff surveyed highlighted ensuring adequate IT and equipment and making sure technologies are safe and work for all types of patients, as among the top challenges for capitalising on recent technological progress.
The report finds that while 49 per cent of the public and 61 per cent of NHS staff surveyed thought the NHS should be looking to use technology-enabled approaches more in future, a significant minority of both public (36 per cent) and NHS staff surveyed (31 per cent) were unconvinced about the long-term use of these approaches.
Tim Horton, the Health Foundation’s Assistant Director of Improvement, said: “Given the immense pressure the NHS has been under, it is impressive that so many patients and staff reported positive experiences as new technologies were rolled out. However, the fast pace at which they were introduced means that important steps – such as evaluation and co-design with patients – will necessarily have been shortcut. As we emerge from the shadow of the pandemic, the NHS must evaluate and improve these approaches before locking them in for the future.
“The NHS has not yet ‘sealed the deal’ with the public on the future use of technology and further work is needed to address concerns and build trust in new technologies. While the speed of innovation has been hugely impressive, rushing to make these changes permanent without understanding more about their impact would risk holding back promising technologies from fulfilling their potential to improve care for every patient. Action is needed by the NHS and government, who have a critical opportunity to secure a positive health care technology legacy from Covid-19.”
