A Digital First Primary Care Model in the National Health Service (NHS): A Perspective from a Digital Health Provider

ABSTRACT Primary care has been instrumental in delivering high quality care since the inception of the National Health Service (NHS) in the UK. However, increased complexity and demand in the system has resulted in difficulty in accessing clinicians and low morale in the workforce. Policy makers have recognised that new models of care need to be implemented to fulfil patients’ needs. Technology is expanding at a rapid pace with a potential to improve patient care. The devastating impact of COVID-19 has highlighted the need to implement innovative digital solutions in the system. However, lack of resources, physician reluctance and digital literacy issues have highlighted the gaps in the NHS. A Digital First model of care has the potential to provide high quality care to all patients in the community setting. The clinical workforce is key to this transformation, policy makers should provide them with the best resources to implement this vision. The authors discuss the challenges that General Practice has faced and their experience of delivering a Digital First model of Primary Care in the NHS, highlighting that there is an emphasis on self-care and easy accessibility for patients in the post-COVID world. Further work must take place to tackle digital literacy and research into the benefits of a Digital First model of care.