How Brits feel about online healthcare services

What is digital healthcare?

With healthcare systems facing unprecedented demand, many providers are looking to digital solutions to address challenges such as long waiting lists, 

Digital healthcare encompasses everything from wearable devices and AI to telehealth appointments. Increasingly patients have the option to book appointments online or through an app, they can get advice and support through chatbots, and telephone and virtual appointments are becoming the norm.

Some providers use a combination of in-person and online provision, while others, including medical cannabis clinics, such as Releaf, operate fully-virtual services.

The rise of digital transformation in healthcare 

Last year, over 1.3 billion people globally were estimated to use some form of digital health service. The number of people accessing online health services in the UK alone, is forecast to increase by 16.4 million users (almost 40%) between 2024 and 2029.

The use of online services, particularly telemedicine, increased significantly during the Covid-19 pandemic, when providers were forced to find alternatives to in-person appointments. In 2021, 35% of people surveyed in the UK said they had used a virtual consultation with a medical provider in the last year— a significant increase from six percent the year before. 

This trend has continued to grow in both the private and public health sector. In the UK, 99% of GP practices and 77% of NHS trusts are now able to offer video or telephone consultations to allow patients to access advice from home. There has also been a significant rise in the use of private digital health services, with the market projected to reach approximately £18 billion by 2025. 

Benefits of digital technology in healthcare 

There are benefits to offering more online services—for both patients and healthcare professionals. These services play a crucial role in making healthcare more accessible for certain communities, including those with disabilities and/or long term conditions, who need ongoing care. Patients also spend less money and time travelling to appointments. This is particularly beneficial for those based in rural areas where specialist services are limited, or those who are unable to take paid time off work to attend appointments.

With NHS waiting lists at an all-time high following the pandemic, some patients are turning to online providers, in order to access treatments in a more suitable time frame. Online services can often run more efficiently and effectively, enabling clinicians to deliver more personalised care. 

Patient perspectives on online services 

The public’s attitude towards the use of online health services is generally positive.

In a 2023 survey conducted by Health Foundation Now, over half (56%) said they felt digital technology improved the quality of care they received. In 2020, US healthcare company, Press Ganey, surveyed 1.3 million people and found patients were as likely to highly rate their care providers following telephone or virtual appointments as they were in-person. 

However, most patients still value the opportunity to see a clinician and receive medical advice face-to-face. Health Foundation Now found respondents were generally less supportive of video conferencing when speaking to a health professional, as well as the use of chatbots to check symptoms or get health advice. A separate study examining patient preferences for virtual versus in-person services, found that while 26% preferred virtual appointments, 50% preferred in‐person, with 40% concerned about the lack of opportunity for physical examination. 

There are also important challenges to consider when it comes to who can access online health services. In some studies, healthcare professionals and patients have expressed concerns about the possible barriers for those who are not digitally literate, particularly older generations and those from more deprived backgrounds. 

The Health Foundation Now survey found that women and those most likely to be on low or no income, were significantly less positive about the use of health technology than men or those on higher incomes. Other studies have identified factors such as education level, specific health conditions, and prior experience with telemedicine as possible influences for preferring telemedicine.

Digital health and medical cannabis clinics 

Releaf operates a fully digital medical cannabis clinic, which allows patients from anywhere in the UK to be able to access its services. Feedback from patients regarding our digital operations have been generally positive, highlighting “good communication” on behalf of the team and praise for the “quick” and “easy” sign-up process.

Releaf patient, Kim, said: “Every time that I’ve needed to speak to somebody, I've been able to, and all the consultations have been very good.”

Patients are able to book an appointment for a date and time that suits them, with 94.5% of these taking place within a week. The most popular appointment slots tend to be those outside of typical working hours, suggesting that patients value the flexibility of being able to fit their healthcare around other commitments. Should they need to, patients also have the option to book a last-minute consultation with one of the specialist doctors, up to one hour before the appointment time.

Louise said she gets regular notifications from the team “asking if everything is okay, or if I’m having any problems with the treatment”. 

Meanwhile Isabelle, who is prescribed medical cannabis for ADHD, has found Releaf’s online services simple to use compared to other healthcare providers.

She said: “Compared to normal healthcare - even private - it’s just so much easier. The live chat feature is great. If I have any questions, I can just ask, and they make everything simple… The website is so easy to use, and the process of signing up is quick without feeling rushed. You can book consultations without waiting weeks, and any questions I’ve had have been answered quickly.”

Access medical cannabis online 

To find out more about Releaf’s virtual healthcare services, or to explore medical cannabis treatment plans with a specialist doctor, take the free eligibility test here or contact the patient support team.