First impressions matter: improving the digital journey for patients in general practice

15 Jun 2022
Primary Care Learning Theatre
Primary care

Access to general practice has been changing. Over the last two years digital systems have expanded to a point where they are now in place in nearly every practice in England. For many users, the starting point for accessing these new systems is via the practice’s website. But not all websites offer the best user experience. In this session colleagues from NHS England and NHS Improvement’s Digital First Primary Care team will share insights and outcomes from user-testing work that has been carried out on general practice websites and online consultation platforms.
 Given that a poor user experience can deter users from accessing a service again, colleagues will also share work underway to improve the accessibility and usability of these digital tools – ensuring that user-centred design is prioritised and helping to reduce health inequalities

Dominic Vallely, User Experience Lead - Digital First Primary Care - NHS England
Kate Thomas, Digital Programme Manager - NHS Birmingham and Solihull CCG
Minal Bakhai, GP and Director of Primary Care Transformation - NHS England and NHS Improvement