Agenda item

This paper discusses digital inclusion in response to the increasing digital approach to healthcare.

The JHOSC received a presentation on digital inclusion, which was introduced by Will Huxter, Director of Strategy– NCL CCG and Chloe Morales Oyarce, Head of Communication and Engagement - CCG. The presentation was set out in the supplementary agenda pack at pages 5-34. The following arose from the discussion of this agenda item:

1. The JHOSC raised concerns about the risk of non face-to-face GP appointments, brought in because of Covid, being introduced permanently and emphasised the importance of being able to see a GP in person. In response, NHSE advised that face-to-face appointments would continue but that they also wanted to give people a choice about accessing services. NCL CCG set out that services were starting to go back to normal but that a range of digital services would be available for those that wanted them.
2. The JHOSC sought assurances that the IT systems were in place to support this and that these systems were up to the job.  In response, the CCG acknowledged these concerns and advised that these were long-term commitments about how services were offered and that as part of the roll-out of the projects within this digital approach there would be opportunities to improve the IT systems and IT processes in partnership.
3. The Committee emphasised the importance of user research and engagement when changing services. NCL CCG acknowledged that there was more that could be done about improving the experience of patients. However, there was an online representative board in place, which had local representation, however this did not include political representation. It was noted that the political oversight was done through the overarching programme board.
4. The JHOSC also emphasised the centrality of equalities legislation and the fact that the NHS would have to set out specifically how each of the protected groups would not be unduly affected by NCL’s digital approach. This point was acknowledged by NCL CCG and the committee was advised that they were looking to develop an action plan around this.
5. In response to a question, the JHOSC was advised that the responses to E-Consult even in Enfield were relatively low, so it was difficult to say why the scheme had performed better there than elsewhere. It was suggested that this was likely due to it being better communicated to residents in key locations, such as local GP surgeries.
6. Will Huxter agreed to circulate an updated annotated version of the slides which included a glossary of terms. (Action: Will Huxter).
7. The JHOSC sought further assurance about the absolute right of patients to see their GP in person. NCL CCG reassured the JHOSC that this was absolutely the case and that the term ‘right to digital’ was just about giving people a choice.
8. The JHOSC raised concerns about the possibility of patients who accessed services digitally being given first choice of appointments, for example. In response, Members were advised that GPs would respond appropriately and that there was no desire to just funnel people down digital means of access.
9. The CCG agreed to share more information with the JHOSC in relation to GP access and ensuring in person access continued in view of the digital approach. (Action: Will Huxter).
10. The JHOSC emphasised the importance of a GP being able to see a patient in person and the ability to assess a range of issues such as mobility, that may not be noticed over the phone or through Zoom.
11. In relation to a question around care homes, NCL CCG assured the JHOSC that they wanted to strengthen the services available in care homes rather than reduce them.
12. The Chair set out that she would like further assurance around the right to see a GP face-to-face being enshrined and how this would be communicated to service users. It was suggested that much of this would be developed as part of the impact assessment. The Chair requested a further update be brought back to the JHOSC at an upcoming meeting in early summer to provide additional assurance about the long terms plans, before the proposals were implemented. (Action: Will Huxter).

RESOLVED

That the update in relation to digital inclusion be noted.