Supporting older adults to access online health services

Response - 9 January 2023

In 2022-23, we supported more than 1000 people and held almost 150 learning sessions to help older adults learn about the NHS app and develop the skills to order prescriptions, view test results, book GP appointments, and access online consultations.

Our HealthClick sessions focused on empowering individuals to make small steps towards changing how and when they interact with services. We concentrated on how to find trusted health advice online and connecting to GP online services, primarily through the NHS app.

The sessions have encouraged individuals to check symptoms and treatments, book appointments, access online consultations, order repeat prescriptions, and view medical records. The long-term aim is to help communities to reduce unplanned care by encouraging proactive self-care of health conditions. For example, people attending pulmonary rehabilitation groups were supported to use lung health apps and the NHS website, giving them the information to better understand and manage their condition.

We taught staff in 14 GP practices and seven care homes how to support patients and residents to use online health resources. Community groups provided up to 50 volunteers during the project who continue to support people's digital skills with ongoing sessions in their communities.

I feel that having the NHS online makes me more confident, stops me having to wait on the telephone for ages for a response from someone. I have found it very helpful. (74-85)

HealthClick workshop attendee

An integral part of sessions is using our HealthClick how-to guide which we have created using accessible language and format (large type, printed). It advises people on finding trusted health advice online and connecting to GP services. The guide includes:

accessing the NHS and Patient.info websites
how to determine if health information is from a trusted source
creating an NHS login and linking a profile on the NHS App/PatientAccess App to a GP practice
navigating various GP online services based on user needs (booking appointments, ordering prescriptions, using eConsult/AccuRX and viewing medical records)

These resources have been provided to community groups, libraries, social prescribers, GP staff and pharmacists to support patients outside of a workshop. We've translated the guide into Cantonese and are currently creating a version in Somali. Workshop attendees often tell us they will be using the guide to help their friends and family.