PT  - JOURNAL ARTICLE
AU  - Carol Bryce
AU  - Matthew DL. O'Connell
AU  - Jeremy Dale
AU  - Martin Underwood
AU  - Helen Atherton
TI  - Online and telephone access to general practice: a cross sectional patient survey
AID  - 10.3399/BJGPO.2020.0179
DP  - 2021 Apr 21
TA  - BJGP Open
PG  - BJGPO.2020.0179
4099  - http://bjgpopen.org/content/early/2021/04/23/BJGPO.2020.0179.short
4100  - http://bjgpopen.org/content/early/2021/04/23/BJGPO.2020.0179.full
AB  - Background Improving access to primary healthcare in the United Kingdom has focused on the use of telephone and online access but little is known about how awareness of and use varies between different patient groups.Aim To determine how patients are interacting with telephone and online channels for accessing general practice services and information, and to analyse how this varies according to patient characteristics and health status.Design & setting A cross sectional self-administered survey of adult patients in general practices across the West Midlands, UK.Method Descriptive statistics were used to show participants’ awareness of and interaction with online information sources and remote access. Multivariable logistic regression was used to model the relationships between demographic and health characteristics and awareness and use of online services and alternatives to face to face consultations (e.g. telephone).Results 2789 patients (response rate 19.0%) from 43 general practices participated. 60.8% (1651/2715) of participants were aware of online services and 30.3% (811/2674) reported having used one. Daily internet usage and frequently visiting the GP showed the strongest associations with knowledge and use of online services.Conclusion We have shown that there is the potential for inequitable awareness and use of telephone and online services in general practice populations. Given that their use has greatly increased due to the COVID-19 pandemic future service design will need to ensure this is taken into account.