Healthwatch Kingston champions voices of local people as government plans new online NHS services
The Department of Health and Social Care and NHS England are working to establish a new online service which will deliver online elective services as part of the NHS, referred to as the Online NHS Trust.
As part of the consultation process, local Healthwatch have been asked to share their views.
In responding to the consultation, Healthwatch Kingston championed the experiences of local people, raising concerns around digital accessibility, communication support needs, the safeguarding process for online appointments and the value people put on compassionate, person-centred experiences.
Our response was shaped by the experiences we have heard from local communities, families and individuals about their health and care needs, and what services can do to support them.
Local people have different perspectives about digital services. For some, digital services offer convenience, while others prefer face-to-face interactions, with trusted professionals. The Online NHS Trust offers the potential for flexible and accessible appointments, allowing patients to connect with specialists across country.
However, the new service must be properly resourced. It is essential that digital services expand choice, not limit it. If online services are not introduced alongside serious improvements to the accessibility and availability of in-person services, they risk becoming the de facto pathway and may potentially mask system strains by bolstering appointment numbers.
