New NHS England digital schemes are not ‘quick win’

UK prime minister Sir Keir Starmer unveiled proposals for an online hospital service, which would offer millions more appointments to patients by 2027, at the Labour Party conference in Liverpool last week.

NHS Online would have its own dedicated doctors and staff, with patients using the service able to book scans and procedures via local community facilities, with assessments and follow-up appointments being done online as a virtual hospital.

It represents another in a raft of measures being launched by the government to try and cut down waiting lists, which also includes mandatory offering of online appointments from every GP practice, with the policy having come into effect on 1 October.

The idea of the booking system is to reduce the ‘8am rush’ of patients phoning to get an appointment, with research suggesting those who are unable to do so are more likely to turn to accident and emergency facilities at hospitals.

But the move has not met with universal support, with the British Medical Association formally disputing the plans with the government.

Rachel Soundy, a healthcare expert at Pinsent Masons, warned that both new approaches brought serious challenges with them.

“This won’t be a quick win,” she said.

“Online NHS services are a welcome step toward improving access and easing pressure on A&E, but digital exclusion and data security remain real concerns.”

“The rollout of mandatory online GP appointments from 1 October is promising, but early signs show practices are struggling to adapt and the BMA has raised serious safety concerns,” she said.

Also being rolled out are new health hubs, with 43 sites piloting the national neighbourhood health integration programme of shifting care services closer to the communities who need them most, with areas that have the lowest life expectancy and longest waiting times being prioritised.

The 43 sites spread from Stockton and Sunderland in the north to Cornwall and the Isles of Scilly in the south, with different approaches depending on the needs of the region.

“Neighbourhood health hubs have huge potential to tackle health inequalities by bringing care closer to home,” said Soundy.

“But success depends on strong collaboration across health and care services. Without it, the ambition risks falling short.”