The Potential and Challenges of Patient-Facing Apps and Systems

I was horrified when I saw my blood test results. All I saw were red exclamation marks and the word “Abnormal” repeated on all ten lines of my blood results. So why did my GP keep telling me I was okay and to give it time? Frustrated and scared, I booked another GP appointment, determined to get some answers and a referral to the hospital. I wouldn’t have achieved this if I didn’t have access to my records via Patient Online—and I probably wouldn’t be here to tell the tale.

This is just one of many experiences that highlight the life-saving potential of health-focused apps like the NHS app and platforms like Patient Knows Best. These tools are revolutionising the way patients interact with their healthcare, empowering us to be more proactive, informed, and involved in our care decisions. But as someone who has used these technologies both personally and professionally, I’ve seen firsthand that while the benefits are significant, there are still some hurdles to overcome.

The Power of Access: A Personal Journey

Over nine years ago, I worked as an Implementation Lead to bring Patient Online – now known as GP Online services to life. I was a firm believer in the patient facing systems provided by EMIS, TPP, Vision, and Microtest. These systems were designed to give patients more control over their healthcare, allowing them to book appointments, request repeat prescriptions, and access their medical records online. Little did I know that my belief in these tools would one day save my life.

During a personal health crisis, the ability to access my full medical record through these platforms became a lifeline. I could review my blood test results before consultations, which allowed me to prepare more effectively and engage in meaningful discussions with my hospital consultants. This access helped level the power dynamics that often exist between patients and healthcare providers, enabling me to be an active participant in my care. The flexibility to manage my medications online and keep track of when I was due for my next blood test gave me a sense of control during a very uncertain time.

Four Positives of Health Apps and Wearables

Through my personal experience and knowledge, I've observed several key benefits that these health-focused apps and wearables offer:

1. Increased access to personal health information: With my health records at my fingertips, I can stay informed and take an active role in my healthcare. This empowers me to ask questions and make informed decisions about my care.
2. Convenient communication with healthcare providers: These apps make it easier to connect with healthcare providers, reducing the need for unnecessary in-person visits and enabling quicker responses to health concerns.
3. Streamlined appointment and prescription management: The convenience of booking appointments (cough-cough, I know this is a big issue at the moment) and ordering repeat prescriptions online cannot be overstated. It saves time, reduces stress, and allows for more seamless healthcare management.
4. Personalisation of care: Wearables like my smartwatch allow me to monitor my heart rate, blood pressure, and sleep patterns in real-time. This personalisation helps me stay proactive about my health, and in some cases, has saved me from unnecessary A&E visits.

The Power of Advocacy: Helping Others Navigate Their Health

As a passionate advocate for these technologies, I’ve encouraged others to harness their potential. I once advised a friend with a long-term illness to request access to her records. She had struggled to keep track of test results and correspondences between her clinicians, which made it challenging for her when she saw a new doctor—a frequent occurrence for her. Despite her initial enthusiasm, she quickly became overwhelmed by the user design of the NHS app and found it difficult to navigate.

When I suggested she try the Patient Knows Best system at her hospital, she was reluctant, fearing it would be just as frustrating as her experience with the NHS app. This hesitation is more than just an inconvenience; it impacts her ability to advocate for herself, follow up on referrals, and stay informed about her care. Without easy access to the letters exchanged between her clinicians, she struggles to participate fully in making informed decisions about her health. This experience highlights how crucial it is for these systems to be user-friendly and supportive of patients, especially those managing complex conditions.

Four Areas of Improvement for Health Apps and Wearables

However, despite the many benefits, there are areas where these tools fall short:

1. Digital literacy and accessibility: Not everyone is tech-savvy, and the complexity of these apps can be overwhelming for some patients, particularly the elderly or those with limited digital access.
2. Data Privacy and Security concerns: Recent cyberattacks on NHS systems have made some patients wary of sharing their personal health data, which could be detrimental in emergency situations where access to accurate information is critical.
3. Integration with existing healthcare systems: Inconsistent integration across different healthcare systems can lead to fragmented records and confusion, making it harder for patients to manage their care effectively.
4. User-Centric Design: Developers need to involve patients from the start to create user-friendly interfaces. Patients are used to seamless experiences with their banks, shopping platforms, and other online services, so why should healthcare be any different?

The Promise of Technology: Monitoring Health in Real-Time

Last year, I decided to take my health monitoring to the next level by investing in a smartwatch. As someone with a heart condition, this device has been a game-changer. It allows me to track my sleep patterns, heart rate, blood pressure, and even how active I am each day. Occasionally, it gives me a small, somewhat startling reminder to "look alive"—a nudge that encourages me to stay active within the limits of my physical health. This has saved me from visiting A&E a few times, allowing me to manage my condition more effectively from home.

Seeing the benefits firsthand, I recommended smartwatches to my parents, and they’ve also embraced the technology. They love the ability to monitor their blood pressure on the go, track their sleep, and receive gentle reminders to stay active. For them, as for me, these tools have become an integral part of maintaining a healthy lifestyle.

The Road Ahead

As I prepare to attend the HETT conference, I am reminded of the incredible potential these digital tools have to transform healthcare. They have the power to level the playing field between patients and clinicians, make us more proactive in our care, and ultimately lead to better health outcomes. But to realise this potential, we need to address the challenges head-on—ensuring that these systems are accessible, secure, and truly user-friendly.

If you haven’t already, I encourage you to register for the HETT conference on 24-25 September. Join me at the Digitally Empowered Patient Theatre and in the session How Public Engagement Contributes to the Development of Digital Services. It’s an opportunity to explore how patient, the public and health app developers can continue to innovate and improve the digital tools that are reshaping healthcare. Register now at HETT 2024.