An investigation by the Health Services Safety Investigations Body (HSSIB) has revealed that patient safety incidents related to the use of online consultation tools by GPs are significantly underreported.
The study, conducted in June 2023, aimed to assess the risks to patient safety associated with online consultation tools.
The findings from the report titled ‘Digital tools for online consultation in general practice’, released on 25 July 2024, highlighted the importance of addressing these risks.
Researchers engaged with 35 patients from 16 general practices and primary care networks in England through focus groups and consultations with various healthcare bodies.
Although some patients benefited from quicker diagnoses and advice through online tools, the investigation also identified instances of patient harm, such as missed or delayed care.
Nick Woodier, a senior safety investigator at HSSIB, emphasized the need to proactively address safety concerns raised by patients and healthcare providers.
The report recommended that NHS England evaluates the safety risks associated with online consultation tools and establishes mechanisms to ensure integrated care boards support general practices in implementing these tools.
Responding to the findings, NHSE assured that patient safety remains a top priority and that safety assessments and reporting mechanisms are in place for online consultations.
Professor Kamila Hawthorne of the Royal College of GPs stressed the importance of safely integrating technology into healthcare practices to avoid serious consequences for patients.
In an update in June 2024, NHSE announced the cancellation of its digital pathways framework, which aimed to enhance general practice through digital tools integration.
