The Online Booking Experience study: Early findings from a qualitative interview study.

Conference:

SAPC ASM 2020 - cancelled due to pandemic

Talk Code:

N.2

Presenter:

Helen Atherton

Twitter:

@h_atherton

Co-authors:

Abi Eccles, Gary Abel, John Campbell, Jeremy Dale, Leon Poltawski, Graham Roberts

Author institutions:

University of Warwick, University of Exeter

Problem

Intended as a way to improve access and alleviate pressure, most general practices offer online appointment booking as an alternative booking via telephone. The UK government have invested in online services and recently developed an NHS smartphone app with an online booking feature. Despite such promotion, evidence shows that most patients continue to book appointments via phone, with very few using online booking services. Currently, evidence examining factors mediating booking behaviours is lacking and little is known about how patients use online booking and their perspectives about them. The Online Booking Experience (OBoE) study aims to examine patients’ experiences of using, and not using, online booking.

Approach

The OBoE study uses mixed methods and comprises of two stages. Initially data from the General Practice Patient Survey (GPPS) was analysed to examine patterns between patients’ booking behaviours and demographic backgrounds. This not only demonstrated differing levels of awareness and use across England, but also provided a detailed picture of the types of people who are more and less likely to be aware of, and use, online booking.This abstract focuses on the second stage of the study, whereby we carried out approximately 40 semi-structured qualitative telephone interviews with individuals who had recently booked GP appointments. During the interviews we explored in depth patients’ experiences of, and views about, booking appointments online. Participants were recruited from 12 practices selected according to demographic features, aiding maximum variation sampling. Initially a scoping survey was distributed to collate information about participants’ backgrounds and their booking behaviours and awareness. This data enabled us to purposively sample interview participants according to their booking behaviour and awareness, as well as demographic background. The iterative sampling strategy was guided by the stage one findings, ongoing interview analysis and maximum variation sampling. Interview data was analysed by two researchers using framework analysis, enabling comparison of cases in key areas.

Findings

We will present the early findings from interview analysis (ongoing from March 2020). These qualitative findings will provide further exploration of the patterns identified in the analysis of GPPS data; explaining some of the reasons behind contexts when online booking is, and is not, appealing or feasible for different individuals.

Consequences

Examination of patients’ experiences of online booking will aid understanding in how to improve such services. As the UK government continues to invest in a service which has low levels of uptake, robust evidence identifying barriers to online booking for some groups is vital information needed to improve the quality of services and overcome any potential problems. This evidence will also be of practical use to practices when considering implementation of online booking services for all their patients effectively and efficiently.

Submitted by:

Helen Atherton

Funding acknowledgement:

This abstractpresents independent research funded by the National Institute for Health Research (NIHR) under its Research for Patient Benefit (RfPB) Programme (Grant Reference Number PB-PG- 1217-20033). The views expressed are those of the author(s) and not necessarily those of the NIHR or the Department of Health and Social Care.