AswinThampyDr Aswin Thampy
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GP Pathfinder Clinics

Checking whether digital access worked for patients

A pathway can look efficient on a dashboard and still be difficult for the person trying to use it. Patient feedback was part of the design and rollout of the wider triage change.

The question

Could patients understand the new route to care, trust what would happen next and still get support when online access was difficult?

How we tested it

I worked with Patient Participation Groups and more than 150 patients on usability and acceptability. Testing considered language, accessibility, digital confidence and alternative ways of contacting the practice.

How it informed the service

The findings helped refine patient-facing steps during the wider rollout. The work kept the measure of success connected to real access and clinical workflow, not just whether a form could be submitted.