How do patients with a mental health diagnosis interact with online services at the general practice? A qualitative study

Problem

This study was conducted as an extension to a wider study examining how general practices support patients in their use of online services (e.g. making appointments, attending appointments, ordering repeat medications). Patients with a mental health condition are potentially a group at greater risk of increased inequalities in accessing healthcare, and therefore their perceptions and experiences of interacting with online general practice services are important to understand. This study aimed to examine how patients living with a mental health condition interact with and experience online services at their general practice.

Approach

Patients with a mental health condition were recruited via eight participating general practices across the UK. Semi-structured interviews were conducted with patients to explore their views of interacting with online general practice services, and of perceived challenges and advantages in doing so. Thematic analysis was conducted on interview transcripts.

Findings

Interviews were conducted with ten patients with mental health conditions (including anxiety, depression, OCD and bipolar disorder). Participants often reported using the practice frequently, which was linked to increased familiarity with using online services. Those that struggled to interact with online services tended to be those that were unfamiliar with technology. Some participants reported barriers to interaction with online services associated with their mental health conditions, including increased anxiety, and with concerns about trust in information security. For other participants, using online services reduced anxiety associated with making appointments at their general practice.

Consequences

Patients with mental health conditions often use general practice frequently whilst experiencing points of crisis with their mental health, which impacts positively on familiarity and on ease of using online services. However, the converse can be true with reliance on online services creating additional barriers and reduces access for some patients.