A North Central London PCN needed a clear digital strategy to improve patient access, understand digital behaviours and build a practical roadmap for future transformation.
With inconsistent systems and rising demand, the PCN commissioned At Scale to review digital adoption, patient behaviours and operational processes to shape a realistic, future-focused access improvement strategy.
At Scale assessed the PCN’s digital infrastructure, ran patient and community engagement, mapped access, processes and utilisation across seven practices. Taking account of behaviour, habits, fears and barriers, patients and patient representative groups provided rich qualitative analysis across patient demographics, social determinants and localities. Workforce analysis indicated variance in knowledge and training which could further hamper efficient use and deployment of digital tools.
Through this project the PCN received rich qualitative insights alongside practice-level quantitative data, giving a clear view of digital behaviours and barriers across different population groups. This highlighted the need for common, efficient, and accessible digital tools, as well as a shared digital training plan to keep staff up to date, support consistent ways of working, and enable hub working across the PCN.
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