Improved training essential for safe and effective use of online consultation tools in general practice

Our response to the Health Services Safety Investigations Body (HSSIB) report, "Workforce and patient safety: digital tools for online consultation in general practice".

Press release

Published: 25/07/2024

Responding to the HSSIB report Workforce and patient safety: digital tools for online consultation in general practice, Nuffield Trust Senior Fellow Dr Rebecca Rosen said:

“The findings by HSSIB are welcome and echo findings from the Remote by Default 2 study [1] that show online consultations are not a one-size-fits-all solution for all patients. The current arrangements for online consultations have been welcomed by many patients but there is evidence they can deter others and put some patients at clinical risk.

“Providing online consultations safely and to a high standard requires careful design and implementation by practices and a clear focus on identifying which patients may struggle with remote and online consultations and put in place mitigations for those. Getting this right at pace is a challenge when all staff in general practice are already overloaded with work, but it is essential if we are to make safe and effective use of digital technology in general practice.”

In addition, Dr Rebecca Payne, lead author of the BMJQS paper Patient safety in remote primary care encounters said:

“The paper highlights an urgent need to improve training for staff at assessing whether patients can undertake online consultations and in making safe clinical assessments.

“Digital tools are already in widespread use whether for requesting appointments or for triaging appointments based on need. If these systems are configured poorly or staff feel inadequately trained to assess whether patients are suitable for digital tools and online consultation this can lead to harms for some patients.”

Notes to editors

  1. The Remote by Default 2 study is funded by the National Institute for Health Research. The study is led from the University of Oxford, with joint Chief Investigators Trish Greenhalgh and Sara Shaw. They are working with University of Plymouth (Richard Byng), Nuffield Trust (Rebecca Rosen) and Thrive by Design, an in-house NHS consultancy with expertise in the co-design of inclusive digital transformation of health and care services (Roz Davies).
  2. The Nuffield Trust is an independent health think tank. We aim to improve the quality of health care in the UK by providing evidence-based research and policy analysis and informing and generating debate www.nuffieldtrust.org.uk
  3. For all queries or to arrange an interview, contact our press office: press.office@nuffieldtrust.org.uk; or 020 7462 0500.

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