As the NHS turns to tech, can – or will – patients keep up?

Patients might well be seen online rather than face-to-face for hospital appointments the NHS says – but has anyone asked the patients?

Did you see this news in the Daily Telegraph this week? Apparently, you might have to wait longer for a hospital appointment if you’re not willing to be ‘seen’ online.  As the journalist points out, it’s part of the NHS’ attempts to clear its appointments back-log, which is coming down, but not fast enough.  Sir Jim Mackey at the NHS was reported saying that he wanted to “shift the model” of outpatients, urging patients to ask if they could have a “virtual” appointment if the wait at their local hospital is too long.

Making assumptions

At StackCare we’re all about using tech for good – and on the face of it this idea sounds like a good one.  If the NHS is struggling with waiting lists then introducing new and inventive solutions, such as greater use of tech, sounds sensible. But in this case we think the solution might need a bit more thought – it assumes that too many of the component factors that would make this a successful approach are in place – we’re not sure they are.

Are patients ready?

One key issue is whether patients are comfortable using tech – in this instance probably Zoom or Microsoft Teams programmes. A lot of us got used to them during the lockdowns of course, and they’ve become a popular way for many of us to continue staying in touch with friends and family. But not everyone. Will people who are tech-wary have to wait longer than their tech-savvy neighbours to get an appointment? If people can’t afford, or don’t want to, use technology in this context are they being unfairly treated? Sir Jim is making an assumption that we’ll all be happy and willing to use tech to see our doctors and nurses, but that’s not necessarily true.

The cost consideration

As mentioned above, some people don’t necessarily have the financial resources to buy a laptop or tablet.  There are associated costs with phone lines, broadband, security software and related gizmos to consider too. Older people, and those who aren’t working due to illness or injury of course, might struggle with these costs. Maybe they’re giving up phone lines etc as everyone tries to get by during the cost of living crisis. A two-tier system could spring based on the haves and the have-nots.  

Can’t afford a laptop and internet connection?  Bad luck.  And it’s not as if you can use the free computers in your local library (if you have one!) – do you really want a medical conversation to be held in public?  No, us neither.

Comfort and reassurance

And it’s worth taking a moment to consider the reassurance people get from seeing a doctor face to face.  Those Zoom calls we did in the lockdowns would also have proven to us how tricky online conversations can be. Face to face is special and offers a level of comfort that online just can’t replicate.  

Not to mention the need for, literally, hands-on examination.

You’ll see in the Telegraph piece this quote from Dennis Reed from Silver Voices, a campaign group for the over-60s – “There are conditions where you need to see a specialist face-to-face, you need ‘hands on’ medicine to examine the physical problem.” He raises a valid point.

Is the future of healthcare online?

The NHS certainly has a hill to climb as it struggles to clear its backlog and cope more generally with a growing and increasingly aged population. We’ve said before that technology should very much be front-and-centre of solving the NHS’ woes.  We wrote not long ago about how artificial intelligence technology can revolutionise health provision for the NHS – including home monitoring systems that can help the elderly stay living independently for longer, help dementia patients live at home for longer and help families monitor their elderly parents. 

Technology has a huge part to play in the health-service’s aims of focusing on prevention of illness, not just curing it. 

Getting things in order

But we mustn’t put the cart before the horse. The NHS could create more problems for its users if it goes down a route that assumes patient access to technology and their willingness to use it. Some people will simply get left behind, others will be at a significant advantage.  By all means, Sir Jim, let’s see how technology can best help the NHS but let’s make sure everyone is on the journey with you – not just the lucky few.