Since the start of the pandemic, the way we access GP Services has seen a major change.

Shifting to remote and digitally enabled modes of care, i.e. online, video and by telephone, has not suited everyone.

NHS England and NHS Improvement East of England, who were aware they lacked an understanding of how this felt for those experiencing this care, gathered stories and created a patient video that summarises their experience.

All the quotes in this video are the actual words real people used to describe their experiences.

Video produced by Damn Fine Media

The full report “Down the Line: Patient stories of digital primary care in a pandemic, and building better access for all” can be downloaded here:

Website button

NHS England and NHS Improvement will use this research and these stories as a catalyst for change, through a network of people passionate about digital inequalities working across the East of England.