Eccles, Abi, Hopper, Michael, Turk, Amadea and Atherton, Helen (2019) Patient use of an online triage platform : a mixed-methods retrospective exploration in UK primary care. British Journal of General Practice, 69 (682). e336-e344. doi:10.3399/bjgp19X702197 ISSN 0960-1643.

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Abstract

Background

Recent years have seen the introduction of online triage allowing patients to describe their problem via an online form. Subsequently, a GP telephones the patient, conducting a telephone consultation or arranging a face-to-face consultation.

Aim

This study aimed to explore patterns-of-use and patients’ experiences of using an online triage system.

Design and setting

This retrospective study analysed routinely collected data (from all practices using the ‘askmyGP’ platform for the duration of the study period, 19 May 2017 to 31 July 2017), using both quantitative and qualitative approaches. Data originated from an online triaging platform used by patients in nine general practices across the UK.

Method

Data from 5447 patients were quantitatively analysed to describe characteristics of users, patterns-of-use, and reasons given by patients for using the platform. Free-text comments left by patients (n = 569) on their experience of use were qualitatively analysed.

Results

Highest levels of use were observed in females (65.5%, n = 3570) and those aged 25–34 years. Patterns of use were high between 0800 and 0959, and on Mondays and Tuesdays. Use outside of GP practice opening hours was low. Common reasons for using the platform were for medication-related enquiries, for administrative requests, and to report a specific symptom. Comments left by patients suggested advantages to using the platform, for example, convenience and the written format, but these did not extend to all users.

Conclusion

Patterns-of-use and patient types were in line with typical contacts to GP practices. Though the age of users was broad, highest levels of use were from younger patients. The perceived advantages to using online triage, such as convenience and ease of use, are often context dependent.

Item Type:	Journal Article
Subjects:	R Medicine > RA Public aspects of medicine
Divisions:	Faculty of Science, Engineering and Medicine > Medicine > Warwick Medical School
Library of Congress Subject Headings (LCSH):	Primary care (Medicine) -- Great Britain, Triage (Medicine)
Journal or Publication Title:	British Journal of General Practice
Publisher:	Royal College of General Practitioners
ISSN:	0960-1643
Official Date:	May 2019
Dates:	Date Event May 2019 Published 25 March 2019 Available 4 December 2018 Accepted
Volume:	69
Number:	682
Page Range:	e336-e344
DOI:	10.3399/bjgp19X702197
Status:	Peer Reviewed
Publication Status:	Published
Reuse Statement (publisher, data, author rights):	© British Journal of General Practice 2019. This article is Open Access: CC BY–NC 4.0 licence.
Access rights to Published version:	Open Access (Creative Commons)
Date of first compliant deposit:	7 December 2018
Date of first compliant Open Access:	27 March 2019
RIOXX Funder/Project Grant:	Project/Grant ID RIOXX Funder Name Funder ID UNSPECIFIED University of Warwick http://dx.doi.org/10.13039/501100000741
Related URLs:	https://bjgp.org/

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